Job
Title: Quality
Monitor
Department: Call Center
Reports To: Call Center Supervisor
Job Objective: The Call Center Quality Monitor is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives.
Department: Call Center
Reports To: Call Center Supervisor
Job Objective: The Call Center Quality Monitor is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives.
The
Quality Monitor fairly and consistently review the calls and emails of product
Support Agents for accuracy and coaches each Agent for success in executing superior
service and quality to the customers.
The
Quality Monitor documents the call quality results and provides feedback and
trend data to the Product Support Supervisors and Manager as required.
Duties and Responsibilities:
Duties and Responsibilities:
- Monitor
Product Support Agents calls and review emails for accuracy of information
and call handling standards.
- Ensure
that Product Support Agents are delivering a high level of customer
service.
- Verify
that agents are providing accurate solutions to customers.
- Record
evaluations utilizing departmental quality monitoring forms.
- Deliver
coaching feedback to agents on call and email performance.
- Provide
Supervisors and the Manager with regular performance feedback on the
agents.
- Assist
with quarterly CSAT program by working with the Sales force administrators
on the delivery of the surveys and evaluating customer feedback received
from the surveys.
- Prepares
and analyzes quality reports for Management review.
- Carrying
out root analysis of various performance from the evaluation tool
- Participates
in call calibration sessions and giving report on the same for continuous
improvement
- Participates
in the design of quality monitoring forms and quality standards.
- Performs
mystery shopping and knowledge checks
Skills
and Competencies:
(A) StarTimes Personality:
(A) StarTimes Personality:
- Integrity
and diligence
(B)
Professional Capability:
- Having
a high level of initiative and drive
- Having
strong sense of responsibility and commitment to one’s duties
- Able
to follow given instructions
- Time
management skills
(C)
Work Related Capability:
- Prior
supervisory or leadership experience preferred.
- Proven
ability to achieve and maintain departmental quality standards.
- Professional
demeanor, dependable, and able to maintain confidential information.
- Strong
written communication skills. Excellent grammar, spelling, and sentence
construction.
- Exceptional
listening and analytical skills.
- Strong
knowledge of customer care processes and techniques.
- Must
exhibit excellent leadership, communication, and interpersonal skills.
- Must
have familiarity with Internet software and Windows operating systems.
- Demonstrated
ability to rapidly gain product knowledge and effectively communicate it
to agents.
- Proficient
in Word, Excel and PowerPoint for presentations and reports required.
- Demonstrated
ability to train and develop new and existing support agents.
- Flexible,
detailed, and able to successfully adapt to change.
- Ability
to work independently.
- Excellent
attention to detail.
- Experience
with RealPage products or with call center quality assurance practices
preferred
- Ability
to work extended hours as needed
Education
/ Experience:
- Bachelor's
degree or equivalent with experience in related industry.
- Minimum
2 years of experience performing Quality Assurance in a call center
environment is preferred.
- Experience
in developing and implementing QA programs highly preferred.
How to
APply
Only shortlisted candidates will be contacted.
