Position Overview

The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer’s experience.

Requirements

Role and Responsibilities

Inbound

I. Daily Call monitoring (Inbound & Repeat Call, CSAT)

II. Conduct weekly calibration for the team

III. Share Quality & Calibration reports within set timelines

IV. Track monthly quality performance and share gaps as well as improvement plan

V. Ensure reduction of compliance issues reported by the client

VI. Conduct new hire training & refresher sessions

VII. Communicate performance expectations, action plans and development plans to improve call quality of the team.

VIII. Conduct ticket audit

IX. Manage the team in the absence of the Team Leader

Key Performance Indicators:

#

KPI

Target

1

Call Quality

90%

2

CSAT score

88%

3

Ticketing Accuracy

100%

4

Call script adherence

100%

5

Process Compliance

100%

6

Agents Product knowledge

100%

7

Average Handling time

180 secs

Experience Profile

I. At least 6-12 Months at a BPO executive level.

II. Excellent communication skills, relationship building and interpersonal skills.

III. Excellent organizational skills and ability to prioritize and multi-task.

IV. Demonstrable ability to supervise successfully and lead others.

V. Ability to work collaboratively with subordinate’s peers and senior management.

VI. Proven track record of sound business judgment and experience of change management.

VII. Project Management demonstrated experience such as customer service, data verification and management of information systems.

VIII. Proven performance record with ability to QC work with 100% accuracy.

Candidate Specification - Critical Skills required for applicant

Pleasant personality, organized, well-groomed and tactful.

Excellent customer service and interpersonal skills required

Excellent communication skills, both verbal and written, required; professional presence and demeanor

Ability to maintain poise and professionalism in a fast-paced environment

Ability to interact with all levels of professionals and customers

Ability to work independently and in a collaborative environment

Good IT knowledge will be a definite advantage.

Assertive and able to manage strong personalities.

• Daily Call monitoring (Inbound & Repeat Call, CSAT)
• Conduct weekly calibration for the team
• Share Quality & Calibration reports within set timelines
• Track monthly quality performance and share gaps as well as improvement plan
• Ensure reduction of compliance issues reported by the client
• Conduct new hire training & refresher sessions
• Communicate performance expectations, action plans and development plans to improve call quality of the team.
• Conduct ticket audit
• Manage the team in the absence of the Team Leader

• Excellent communication skills, relationship building and interpersonal skills.
• Excellent organizational skills and ability to prioritize and multi-task.
• Demonstrable ability to supervise successfully and lead others.
• Ability to work collaboratively with subordinate’s peers and senior management.
• Proven track record of sound business judgment and experience of change management.
• Project Management demonstrated experience such as customer service, data verification and management of information systems.
• Proven performance record with ability to QC work with 100% accuracy.
• Pleasant personality, organized, well-groomed and tactful.
• Excellent customer service and interpersonal skills required
• Excellent communication skills, both verbal and written, required; professional presence and demeanor
• Ability to maintain poise and professionalism in a fast-paced environment
• Ability to interact with all levels of professionals and customers
• Ability to work independently and in a collaborative environment
• Good IT knowledge will be a definite advantage.
• Assertive and able to manage strong personalities.

• At least 6-12 Months at a BPO executive level.
• Excellent communication skills, relationship building and interpersonal skills.
• Excellent organizational skills and ability to prioritize and multi-task.
• Demonstrable ability to supervise successfully and lead others.
• Ability to work collaboratively with subordinate’s peers and senior management.
• Proven track record of sound business judgment and experience of change management.
• Project Management demonstrated experience such as customer service, data verification and management of information systems.
• Proven performance record with ability to QC work with 100% accuracy.
• Pleasant personality, organized, well-groomed and tactful.
• Excellent customer service and interpersonal skills required
• Excellent communication skills, both verbal and written, required; professional presence and demeanor
• Ability to maintain poise and professionalism in a fast-paced environment
• Ability to interact with all levels of professionals and customers
• Ability to work independently and in a collaborative environment
• Good IT knowledge will be a definite advantage.
• Assertive and able to manage strong personalities.