Job Detail

Job Description

• Responsible for end to end Quality Assurance Planning, Training Planning and execution of the plan(s) of entire projects.
• Call Center experience is mandatory.
• Work closely with the VP, Manager Operations to anticipate training need assessments, client requirements and commencement of the plans without a fail.
• Responsible for the entire planning of resource utilization, tuning up the KPIs of QA/Training to meet client requirements.
• Have a good skills to train and to motivate the current employees and good assessment on the utilization of the staff.
• Provide reports on call center performance for the operations team and Managers.
• Provide reports on agents dialing times and key performance indicators.
• Provide employees with training and coaching to help them improve their skills.
• Track the performance of employees to identify trends and make sure they meet sales and performance goals.
• Make sure call center employees provide complete and accurate information to callers.
• Resolve call scoring disputes, questions and inquiries. Escalate situations as necessary.
• Assist with the preparation and execution of weekly call review and calibration sessions with Operations staff.

Skills Required

• COMMUNICATION