Quality Assurance Specialist
Job LocationPlaisance, East Coast Demerara
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.
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)
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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