Quality Assurance Executive - (Call Center Domain )

Job Description Key Responsibility Call Quality Assurance Manage transaction quality profile for Telephone sales / sales process
To conduct audits as per defined guideline and sampling for transaction monitoring
Listen and audit call centre transactions between Customer Care Officers(CCO) and customers.
Maintain QA reports and QA Dashboards
Create and publish regular audit reports to management
Identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
Drive process and quality improvement initiatives
Conduct training for group of agents, when needed
Conduct Quality Induction for new hire batch
Process Improvement
To identify process, procedure and workflow improvements in call quality auditing and assist in their implementation.
Key Requirenment
At least Diploma graduate in Business Administration or any related discipline.
Minimum 2 years relevat experience in call center with call audit experience.
Customer oriented with good interpersonal and communication skill
Ability to build rapport with customers and understand their needs/exercise empathy when necessary
An effective team player with ability to interact with team to achieve goals & service excellence
Proactive & have great sense of urgency
Ability to perform in a fast paced environment & work well under pressure
Effectively bilingual in English & a second language
Flexible in doing extended work hours if need be
Computer literacy (MS Office)
Great flexibility to undertake any other tasks assigned from time to time