Job Description

  • Oversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring
  • Provide coaching, training and development to contact center agents along with Team Leader
  • Educate agents, supervisors and managers on Quality Assurance process
  • Track and identify reoccurring problems and service opportunities
  • Analyze quality and performance trends to provide recommendations for improvement
  • Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
  • Determines call / chat / email quality standards by studying inbound calls/ chats /emails; conducting test chats.
  • Verifies call / chat / email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provides feedback to management by monitoring contacts; participating in help sessions.
  • Contributes to team effort by accomplishing related results as needed.


  • Highly customer focused with a good understanding and working knowledge of the services provided by your department
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
  • Ability to motivate and drive a team of people to provide high level managed services
  • Ability to earn the respect of internal and external customers, colleagues, and management
  • Flexible, adaptable and able to work to tight deadlines
  • Self-motivated
  • Excellent organisational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem solving skills
  • Ability to apply creativity to resolving problems
  • Good leadership skills
  • Good problem solving skills
  • Ability to apply creativity to resolving problems
  • Prepared to work varying and unsocial hours
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