TQA Supervisor at Outsource Company

Details:

• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provides trend data to site management team.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call center staff.
• Prepare and analyze internal and external quality reports for management staff review.
• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features and sales techniques
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation,
• teamwork and conflict management)
• Identify individual and team skills gaps
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
• Liaise with campaign team leads and Supervisors and encourage on-the-job coaching
• (e.g. how to handle difficult client cases, objection handling e.tc)
• Perform other duties as assigned.