Quality Assurance Representatives
ICT GROUP
http://www.ictgroup.com/
JOB SUMMARY
> Monitor service calls of the CSRs;
> Complete necessary monitoring forms following the Monitoring Companion;
> Complete a coaching plan with areas of strength and areas of opportunity;
> Deliver and coach CSRs;
> Assist the CSRs with the development of their areas of opportunity;
> Manage time and work with the Quality Team Members to ensure contractual obligations for monitoring are met on a weekly basis;
> Attend weekly calibrations with the client / supervisors/ internal departments;
> Be prepared to train / orient a new hire class on what Quality is and what is expected of the new hires;
> Attend all relevant training sessions;
> Adhere to established policies and procedures;
> To take on additional responsibilities as requested by Quality Assurance Lead / Coordinator or Manager.
JOB REQUIREMENTS
>Preferably College Degree in Business Administration, Management, Psychology, Philosophy, Social Sciences and other related courses.
> With at least 1year Call Center experience with exposure to Quality Assurance/Training.
> Excellent communication skills, both Verbal and written.
Competencies of the role:
> The ability to complete weekly responsibilities within the time frame that will be set by the Quality Assurance Lead / Coordinator;
> To ensure that the client contractual obligations are being met each week, if not, to have the ability to justify why this obligation was not met;
> Adhere to shift that has been set up by the Quality Assurance Lead / Coordinator;
> To monitor, assess and coach in a fair, professional manner to enable you the ability to develop a positive relationship with the CSRs;
> To actively participate as a team member at all times to create a team environment;
> To always check and answer all necessary emails in a timely manner;
> To ensure that any type of recognition system is updated on a weekly basis;
> To complete necessary phone time requirement.