Quality Assurance Specialist

Full Time
EXPIRES 03 Aug, 2019

Job Location

Plaisance, East Coast Demerara

Description

The Quality Assurance Specialist will work with call center management to ensure that all telephone agents offer outstanding customer service consistently in all customer interactions through monitoring and coaching.  It is required that the Quality Assurance Specialist manages, plans, coordinates, and directs quality assurance activities designed to promote continuous service. He/she will design and implement policies and procedures to ensure that quality standards are met.

Requirements

College diploma preferred or equivalent work experience required  

Thorough understanding of Call Center operations 

Program knowledge preferred 

Strong computer knowledge and excellent typing skills (30 WPM)

Responsibilities

Develop, implement, and maintain quality assurance activities. 

Select, develop, and evaluate personnel to ensure the efficient operation of the function.  

Work on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. 

Compile reports defining the overall performance and customer satisfaction levels for each agent. 

Manage the operation of the organization's total quality management program. 

Maintain proficiency in service level requirements for all appropriate accounts. 

Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment. 

Any other duties assigned

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A JOB BY

Qualfon Guyana Inc.

Qualfon Guyana Inc.



Overview

Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.
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