Job Description
This is a remote position.
We are seeking an experienced Quality Assurance (QA) Specialist with a solid background in the BPO industry. The ideal candidate will be responsible for monitoring live calls, providing feedback, and ensuring adherence to company quality standards. This is a project-based role for a duration of one month.
Responsibilities:
- Live Call Monitoring: Monitor live calls to ensure compliance with company policies and quality standards.
- Quality Assessment: Evaluate call recordings for adherence to scripts, communication skills, customer handling, and overall call quality.
- Feedback and Reporting: Provide constructive feedback to agents based on observations and quality assessments. Generate detailed reports on call quality metrics.
- Process Improvement: Identify areas of improvement in call handling and suggest actionable recommendations.
- Training and Development: Collaborate with the training team to develop and deliver training sessions aimed at improving call quality.
- Compliance: Ensure all activities comply with industry regulations and company policies.
Qualifications:
- Minimum of 5 years of experience in the BPO industry with a focus on quality assurance and call monitoring.
- Bachelor's degree in Business Administration, Communication, or a related field (preferred but not mandatory).
- Experience in training and development.
- Strong analytical and observational skills.
- Excellent communication and interpersonal skills.
- Proficient in using call monitoring and QA software.
- Ability to provide constructive feedback in a clear and professional manner.
- Strong understanding of BPO operations and client expectations.
- Familiarity with industry regulations and compliance standards.
- Ability to work independently and manage time effectively.
- Proactive and detail-oriented.
Job Types: Contract, Temporary
Experience level:
Schedule:
Work setting:
Work Location: Remote