Sr. Associate QA

Job Overview And Responsibility

TIME BASIS TASKS DAILY • Monitors Agent's performance daily by recording, listening to, and evaluating calls, tickets or transactions based on client's goals and expectations. • Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met. WEEKLY • Attends in calibration sessions (internal and external) to ensure consistency in scoring evaluations. • Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports. • Attends meeting set by clients on a weekly basis. MONTHLY/ • Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action. QUARTERLY/ANNUALY • Reports complaints, challenges, obstacles or questions to appropriate departments. OTHERS • Communicates with Team Leaders, Supervisors or Manager on program changes and communicates actions for feedback purposes. • Performs other duties as assigned.