Job Description
Call center quality assurance (QA) professionals ensure that customer service interactions and processes meet or exceed quality standards. Their responsibilities include:
Monitoring interactions
QA professionals monitor calls, chats, and emails to evaluate customer service performance and agent demeanor. They also assess whether interactions adhere to company policies and procedures.
Analyzing data
QA professionals analyze performance data and evaluation results to identify issues, training needs, and process gaps. They use this information to make recommendations for improvements.
Providing feedback
QA professionals provide feedback to agents and work with teams to implement improvements. They may also conduct coaching and training sessions to address skill gaps.
Developing quality improvement plans
QA professionals collaborate with supervisors and others to develop action plans to improve agent performance and customer satisfaction.
Documenting findings
QA professionals maintain accurate records of evaluation scores, feedback, and action plans.
Staying up-to-date
QA professionals stay informed about industry trends, best practices, and emerging technologies.
Producing reports
QA professionals produce daily quality assessment and quality assurance reports.
Monitoring remote workers
QA professionals monitor remote agents to ensure they have the tools and environments they need to be successful.
QA professionals may also participate in designing call monitoring formats and quality standards.
Company Description The Job Connection-Your employment Source.
EOE/ NO FEE
The Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies.
The Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.
The Job Connection-Your employment Source. \r\nEOE/ NO FEE\r\nThe Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies. \r\nThe Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.
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