Key Responsibilities:
Conduct comprehensive evaluations of customer interactions (calls, emails, chats) to
assess compliance with quality standards and client-specific requirements.
Analyze data related to quality evaluations to identify trends, performance issues, and
opportunities for improvement. Prepare reports on quality metrics and key performance
indicators.
Provide constructive feedback and coaching to agents, team leaders, and supervisors,
helping them develop action plans for continuous improvement.
Recommend and implement process enhancements to improve quality and efficiency in
customer interactions. Document and revise processes as needed.
Investigate root causes of performance issues or customer dissatisfaction and work with
teams to resolve them.
Assist in the development of training materials, coaching sessions, and workshops to
enhance agent performance and understanding of quality standards.
Facilitate call calibration sessions and maintain transparent communication with
stakeholders on quality standards.
Qualifications:
Experience in quality evaluation and process improvement in a BPO environment.
Strong data analysis skills and experience in preparing quality reports.
Ability to provide constructive feedback and work collaboratively with teams.
Patrique Mercier Recruitment
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