Responsibilities:

• Perform transaction monitoring audits in accordance with the authority's agreed marking guidelines.
• Highlight and coach/arrange coaching the identified outliers on the respective non-compliance.
• To prepare and broadcast innovative quality initiatives like infographics.
• Execute investigations and provided findings as well as corrective actions in the event non-conformities are identified.
• Work with Contact Center Manager, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
• Perform post call survey validation and call out to lowly rated surveys to understand reason for failure.
• Validate compliments and compile types of errors, service lapses/ complaints and submit via feedback tracker to client weekly.
• Analyzes the raw data and identify areas that require attention such as high occurrence of the same error.
• Highlight any concerns to Contact Center Manager, Trainer, and Team Leaders for discussion after coaching sessions.
• Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client.
• To cover Trainer's job duties during Trainer's absence.

Skills and Qualifications:

• A recognized diploma or its equivalent with at least 3 years of experience in the contact centre industry
• Deep knowledge of quality assurance terminology, methods, and tools.
• Excellent computer skills, including database management and meticulous in handling large data.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in best practices for version control.
• Understanding of agile/scrum methodology and how QA functions within it.

Interested Applicants, please email your resume to [email protected] (R1441955), stating the position as the subject title in the email.

Rupa Kankariya EA License No. 02C3423 Personnel Registration No. R1441955

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