Total Quality Control Specialist

Responsibilities

• Conducting weekly/monthly monitoring of service quality
• Verifying call center results by measuring skills in use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
• Handling complaining customer cases
• Conducting daily/weekly/monthly call audits of randomly selected agent calls
• Completing agent evaluation forms in quality recording software platform
• Identifying opportunities to improve the work processes and environment
• Ensuring full-cycle service quality in order to provide high-quality customer service.
• Development of training programs and staff assessments.

Languages