Quality Assurance Specialist (BPO Industry)

Tổng quan về công việc và trách nhiệm

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner. • Make recovery call for risky cases to minimize high-risk cases to drive CSAT. • Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice. • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies. • Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. • Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined. • Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.) Key Measure: • Successful implementation of process improvements • A common quality language regarding processes and improvements used in the organization • Knowledge of key principles of quality management distributed in the organization