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Call Center Quality Assurance Supervisor

Managerial / Supervisory

Nations Info Corp

Established in 2005
201-500 Employees
JDN Square, P. Remedio Street, Banilad, Mandaue City, Cebu
Total vacancies for this job title: 1
Posted On: September 14, 2021
Job ID: 387946

Details

Nations Info Corp. is looking for an experienced Quality Assurance Supervisor to manager our call center operations quality assurance program. Quality Assurance Analyst (QA)is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound calls to assess associates demeanor, technical accuracy, customer service and retention performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials.

 

Responsibilities

  • Analyzes monitoring data to identify performance trends, ineffective policies and procedures, and knowledge gap and partner with frontline and training to develop action plans to address

  • Participates in the design and format of call center observation process and systems

  • Conducts weekly internal team calibrations with quality analyst and leads frontline team calibrations

  • Prepares and analyzes internal and external quality reports for management staff review.

Skills and Qualifications

  • 2-3 years Call Center QA experience or 1-2 years call center supervisory experience

  • Ability to communicate clearly and professionally, both verbally and in writing

  • Experience with Microsoft Office (intermediate Word, basic Excel) a plus;

  • Excellent listening skills

  • Strong commitment to customer satisfaction

  • Demonstrate passion for excellence with respect to treating and caring for customers

  • Takes initiative

  • Must adapt well to change and successfully set and adjust priorities as needed

  • The ability to analyze and resolve customer issues with minimal supervision

  • Demonstrates patience, and can maintain a positive attitude

  • Possess a strong work ethic and team player mentality

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