Responsibilities:
• Conduct thorough quality assessments of international calls and chats to ensure adherence to established standards.
• Identify areas for improvement and provide actionable feedback to agents and teams.
• Collaborate with cross-functional teams to implement quality enhancement initiatives.
• Analyze data and trends to drive continuous improvement in service delivery.
• Maintain comprehensive records and reports on quality metrics and performance indicators.
Requirements:
• Proven experience in quality assurance, preferably in a call center or customer service environment.
• Excellent communication and interpersonal skills.
• Strong attention to detail and analytical abilities.
• Ability to thrive in a fast-paced, dynamic environment.
• Familiarity with quality assurance tools and methodologies is a plus.
• Bachelor's degree or equivalent experience preferred.