Description

Responsibilities:

* Maintain a thorough knowledge of Alorica's programs, policies, and technology. Monitor a minimum of twenty calls per day per TSR/CSR, per assigned shift.

* Maintain accurate and sufficient documentation of TSR/CSR calls including

positive observations, as well as areas of needed improvement.

* Provide ongoing QA Call Evaluations to the appropriate Operations Manager/Supervisor.

* Tape presentations as required for counseling sessions and client review.

* Maintain orderly environment ensuring the QA Booth has the correct scripts, responses, and the appropriate support materials, floor map and seating charts.

* Participate in answering live calls, handling problem calls and counseling telephone representatives as required. Ability to utilize counseling as a tool to coach and develop representatives.

* Participate in monitoring and calibration sessions with clients

* Perform other duties as assigned by the Quality Assurance Supervisor

Minimum Education and Experience:

* An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience

* Experience (2+) years in a call center environment.

* Some prior supervision experience preferred

Knowledge, Skills and Abilities:

* Ability to monitor and record improvements in performance.

* Ability to provide feedback and demonstrate a variety of coaching methods.

* Ability to write reports, and business correspondence.

* Ability to communicate effectively both orally and in writing

* Ability to build and maintain effective working relationships.

* Strong attention to detail and some experience in Verification
Associated topics:
analyst, analyst iii, configuration, engineer i, engineer iii, kodak, quality, software quality assurance analyst, sqa, tester


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