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QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement.
QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:
· Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
· Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
· Provide accurate and impartial judgement on all transaction evaluations.
· Regular coaching sessions with agents to reinforce good behavior and reform opportunities
· Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
· Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
· Attending administrative hearings and deliberations resulting from the critical error callouts.
· Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.
· Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
· Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.
· Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
· Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
· Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
· Taking proper action on disputes filed against transaction evaluations.
· Participating in internal and external client meetings and performance reviews.
· Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
· Reviewing and submitting exceptional calls to be pooled for the good call library.
· Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.
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