Job description for Quality Assurance (Call Center - Day Shift) at iTechWX
Job description
This role will be responsible for the overall service quality of the O365 team, business and physical compliance. Maintain a high and consistent level of support quality across the team.
YOU WILL:
- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
- Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Be responsible for physical compliance audits and maintain zero compliance issues in the team.
- Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)
Key measure:
- Successful implementation of process improvements
- A common quality language regarding processes and improvements used in the organization
- Knowledge of key principles of quality management distributed in the organization
Working time: 8AM - 5PM, 5 days/week, 2 non-fixed days off.
