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Job Description
Employer: ADS Global Inc
Ref No:
Title: Quality Assurance Specialist.
Date Added: Thursday, July 29, 2010 16:27:10
Job Type: Full-time
Salary:
Industries:
Administrative & Secretarial Services
Customer Service
Telecommunications

Parish:

 Montego Bay and St James
Contact: Human Resource Manager
Description: The incumbent will monitor and listen to random or purposely selected calls and review call data to ensure that agents adhere to the company’s call quality standards, maximize efficiency and minimize costs. This position will be report directly to the Quality Assurance and Control Manager.

Responsibilities:
• Ensure that all calls and call data are being recorded by reviewing randomly selected contact sessions.
• Listen to random or purposely selected calls and review data in a timely manner to ensure that agents are adhering to the company’s call policies and procedures.
• Perform agent call grading exercise based on company standard.
• Alert Supervisor and Operations about all calls that are substandard.
• Determine and document the identified shortcomings of front line agents to provide appropriate feedback to respective Managers.
• Operate an existing database to compile and track performance data at campaign, team and individual levels for all agents.
• Assist the Quality Control and Assurance Manager in the preparation of reports and, on request, participate in meetings with Management to inform and discuss campaign, individual and team performance.
• Assist the Quality Control and Assurance Manager in providing Management with the trend and pattern data analysis of call quality within a specified period, by campaign, or by other categorization and cross reference.

Qualifications, Skills & Requirements:

• Experience in Call Center Quality Assurance, other Quality functions, or Customer Service is preferred.
• Experience and demonstrated proficiency with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers.
• Excellent oral, written and interpersonal communication skills.
• Strong knowledge of Customer Care processes and techniques
• Excellent Customer Service skills
• Demonstrated ability to work well in a team environment

Additional Requirements:

• Exemplary punctuality and attendance is required
• Specialists require patience, integrity, and a keen eye for detail.
• Specialists must have the willingness to see customer issues through to resolution.
 

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