Avaya WFO Quality Assurance Officer at Simba Group

Job Description

• Quality Monitoring

Key Features

• Synchronized voice andon - screen agent activity.
• Easily create customizedagent evaluation forms tailored to business needs.
• Powerful historical graphing and reporting capabilities to display trending data.
• Session-based visualization and replay to identify and work with complex, multi - segment contact recordings.
• Analytics - driven quality for targeted, automated, intelligent contact sampling and quality evaluation - Note: additional licensing required
• Advanced export feature for selecting one or multiple recordings and exporting both voice and screen recordings
• Best practices through recorded interactions and learning triggered by evaluations
• Performance management with role - appropriate scorecards that include predefined key performance indicators (KPIs)
• Inclusive Coaching application, while Advanced Quality Monitoring also includes the eLearning Lesson
• Management solution

Requirements

• Candidate should possess a Bachelor's Degree in relevant fields with 3 - 6 years experience.