• Verifies call / chat /email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.• Provide coaching, training, and development to contact centre agents along with Team Leader • Analyse quality and performance trends to provide recommendations for improvement.
• Oversee quality assurance including contact monitoring, evaluation, and calibration scoring.
• Provides feedback to management by monitoring contacts, participating in help sessions.
• Ensure team awareness regards of all processes, procedures, and technical documentation relevant to the department Requirements Skills / Attributes Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.• Excellent written and verbal communication.• Good understanding of the system actively used by the service.• Ability to apply creativity to solutions.• Good attention to details - expansively and view situations from multiple perspectives Technical: • Good Knowledge of Microsoft Office products Behavioral: • Working Collaboratively:• Accountability• Adaptability• Initiative: Being proactive• Planning & Organizing Qualifications (EDUCATION and/or EXPERIENCE)• At least High school diploma or equivalent, College level preferred.• Previous experience in BPO and Customer Service and/or technical account• Have a proven track record demonstrating the skills and qualities outlined in this document.
