The Quality Assurance Executive (QA) is responsible for assessing the quality of the performance of our call center.

Responsibilities: 

• Perform live call monitoring and provide trend data to the site management team. 
• Perform daily evaluations of customer interacting departments.
• Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
• Making and sharing daily productivity reports.
• Participate and coordinate in calibration sessions. 
• Call Scoring according to call evaluation.
•  Provide feedback to Sales reps, team leaders, and managers. 
• Conduct feedback and training sessions for reps.
• Resolve any disputes filed by reps, TLs, and/or Managers.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform any other duties as assigned. 
• Achieve all daily and monthly KPIs.

Shift: Full-Time Night Shift (10hrs)