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 analyze 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
Provides product/service information by answering questions; offering assistance. Able to handle over 100 calls per day Able to maintain SLA and target Monitor low productivity and low score on customer satisfaction. Monitor and encourage for telemarketing to achieve daily target. Able to handle email channels and back-and-forth communication with customers Maintains call center database by entering and verifying information; updating. Over 2 year of experience in Call Center & Customer Service Industry or Social Media Support Experience. (Not Facebook Page only) Must have excellent interpersonal & communication skills (verbal, written, and presentation) Support customers via different digital channels.