Call Centre Quality Assurance Specialist at uLesson

Job Description

• The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanour, technical accuracy, sales performance, and conformity to company policies and procedures.
• This individual will be responsible to develop, create and implement call centre processes and procedures manual as needed.

Roles and Responsibilities

• Develop and implement a Quality assurance scorecard for evaluating and grading of customer interactions.
• Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
• Provides structured and timely recommendations through verbal and/or written feedback to the Customer success management team.
• Analyse service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Prepares and analyses quality assurance reports for management staff review.
• Conduct compliance monitoring to ensure the team adheres to all team/company processes.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Success team.
• Drive innovation and optimize processes to improve the efficiency of team performance.

Requirements

• Bachelor's Degree in a relevant field.
• Work experience in a call centre, preferably in a technical environment.
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.

Compensation
Competitive.