Quality Assurance Officer at Interra Networks

Major Duties and Responsibilities:

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring
• Provide coaching, training and development to contact center agents
• Educate agents, supervisors and managers on Quality Assurance process
• Track and identify reoccurring problems and service opportunities
• Analyze quality and performance trends to provide recommendations for improvement
• Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
• Submit monthly reports, general information, and recommendations to the general manager
• Assist the general manager and executive management team in the formulation of policies and provide all facts needed for decision making
• Manage, organize, and update relevant data using database applications
• Communicate and provide accounts data as and when required
• Arrange and participate in meetings, conferences, and project team activities
• Perform any other duties when required

Person Specification

• Analytical
• Research Savvy
• Team Player
• Proactive
• Self-Starter
• Highly self-motivated
• Strong Communication (written and verbal) skills.
• Should possess the skill to work both in team and also perform independently.
• Persuasive, patient manner
• Coaching and leadership skills
• Disciplined

Qualification Required

• Minimum of Bachelors degree in related field
• 3-5 years experience in related field