English
QA Supervisor - Call Center
(Call Center)
Experience level
Job Function
Job Industry
Min Education Level
Job Type
Job Description
A Good Opportunity for ..
Key Responsibilities:
• Monitor live and recorded inbound/outbound calls, emails, and chats to evaluate agent performance against company standards.• Score interactions based on predefined QA scorecards and provide constructive feedback to agents.• Identify patterns and root causes of recurring issues to improve quality and efficiency.• Provide coaching and guidance to agents for skill and performance development.• Coordinate with Team Leads and Training teams to align QA findings with training needs.• Prepare and analyse QA reports, highlight trends, and recommend improvements to processes or scripts.• Ensure compliance with regulatory and internal policies in all customer interactions.• Assist in updating QA scorecards, evaluation forms, and SOPs based on evolving business needs.• Contribute to strategic projects to enhance customer experience and service quality.
Open To
Job Requirements
. Bachelor’s degree.• Minimum 1-2 years of experience in customer service or call center environment, with at least 1 year in a QA role.• Strong knowledge of contact center operations, KPIs, and service excellence standards.• Excellent communication, interpersonal, and coaching skills.• Proficient in QA tools, call recording systems, and Microsoft Office applications.• Ability to work independently as well as collaboratively across departments.
What we can offer
Benefits
Highlights
Career Opportunities
Apply for this Job
Do you have experienced in Supervisory role?
More Similar Jobs
Call Center Supervisor (Digital Team)JT1_75_JF_Exp_Loc
Loan SupervisorJF_Exp_Loc
Associate/ Senior Associate - Commercial BankingJF_Exp_Loc
Call Center CoordinatorJF_Exp_Loc
Senior Ticketing ExecutiveJF_Exp_Loc
Officer, Customer Services CenterJF_Exp_Loc
Customer Engagement SupervisorJF_Exp_Loc
CALL CENTER REPRESNTATIVESJF_Exp_Loc
Senior Order ProcessorJF_Exp_Loc
Executive, Customer ServiceJF_Exp_Loc
Customer Services ExecutiveJF_Exp_Loc
Sales & Customer Service Executive-Ticketing AgentJF_Exp_Loc
Share with a Friend