Contact Center Quality Assurance Agent Job Title: Contact Center Quality Assurance Agent Job Category: Customer Service Department/Group: Position Type: Fulltime Location: Reports To: Contact Center Manager SUMMARY OF ROLE • Monitor Contact center transactions providing feedback in accordance with the stated quality management approach to ensure service delivery standards are met. RESPONSIBILITIES • Participate in the designing of transaction monitoring mechanisms and setting of quality standards. • Review and evaluate live and archived transactions. • Use quality monitoring data management system to compile and track performance at the process, team and agent level. • Provide actionable data and feedback to supervisory and management teams as needed. • Prepare and analyze quality reports for weekly/monthly/quarterly and end of contract assessments. • Participate in listening programs to identify customer needs and expectations. • Coordinate and facilitate calibration sessions for contact center staff. • Maintain professional and technical knowledge by attending training sessions and educational workshops and benchmarking state-of-the-art practices. Qualifications & Requirements • Tertiary level Education with a minimum of 3 years Contact Center experience. • Dedication to providing exceptional customer service. • High energy with a strong desire to succeed. • Strong aptitude for process control and attention to detail. • High level of computer proficiency; experience with word processing, spreadsheets and Workforce management tools. • Knowledge of public sector operations and processes will be an asset. Applications should be submitted to the following address by Monday, September 16, 2013: Director of Public Sector Modernization Ministry of the Public Service, Information and Broadcasting 2nd Floor, Greaham Louisy Administrative Building Waterfront Castries, Saint Lucia Or via email to: [email protected]
Posted on: Mon, 09 Sep 2013 19:46:08 +0000
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