Voice Quality Assurance Agent
Amigos BPO
Date: 3 weeks ago
City: Remote
Contract type: Full time
Remote
We are seeking a Voice Quality Assurance Specialist for our expanding call center operations. Ideal candidate would possess at least 1 year of QA Assurance experience from a reputed USA based BPO and be equipped with exceptionally honed listening skills.
Responsibilities
Responsibilities
- Perform live call monitoring and provide trend data to the site management team.
- Perform daily evaluations of customer interacting departments.
- Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
- Making and sharing daily productivity reports.
- Participate and coordinate in calibration sessions.
- Call Scoring according to call evaluation.
- Provides feedback to Sales reps, team leaders, and managers.
- Conduct feedback and training sessions for reps.
- Resolve any disputes filed by reps, TLs, and/or Managers.
- Prepares and analyses internal and external quality reports for management staff review.
- Perform any and all other duties as assigned.
- Achieve all daily and monthly KPIs.
- Bachelor’s Degree is preferred.
- Excellent English communication skills with a good ear for American accent and vernacular.
- Must be comfortable with working night shift.
- Excellent verbal, written, and interpersonal communication skills.
- Fast and Accurate Typing
- One year experience as call center QA is a MUST
- Excellent proficiency in MS-Excel (Stats/Graphs)
- Adaptability.
- Detail oriented.
- Exceptional listening and analytical skills.
- Selection Process.
- Candidates will first go through an assessment test.
- Only those candidates who pass the assessment test will go through the next round of interviews.
- Competitive salary package
- Health insurance (self & spouse)
- In-house meals provided
- Quarterly performance bonuses
- Excellent remuneration
- Health Insurance (Self & spouse)
- A chance to work with the Nation’s largest and premium BPO network.
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