Voice Quality Assurance Agent

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

• 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 a...