QA Customer Service - Upto 17M/Month

- Maintain and develop internal quality standards.

- Assess support interactions (calls / email / chat) based on established quality standards.

- Accompany evaluations with meaningful and constructive feedback.

- Discuss and explain feedback with agents in regular meetings.

- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.

- Participate in calibration sessions to maintain consistency in internal evaluations.

- Map the need for training and onboarding programs and initiate these projects.

- Create reports that reflect agent performance.

- Some other duties as required by the Senior Manager/Director.

REQUIREMENTS:

- Diploma/Bachelor's Degree.

- 2+yearsofexperienceinCustomerServiceQA(experience in thecallcenter is abig plus).

- ProficiencyinEnglish, basic computer skills, including Outlook, Word, and Excel.

- Demonstratedself-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.

- Desiredqualities includeanoutgoing personality andanoutstanding attendance record.

- Effective multitasking, prioritization, and time management skills.