Performance Enhancement Consultant
4 days ago
Quality Interactions Officer Job Summary
The Quality Interactions Officer will be responsible for monitoring Agents' calls, evaluating performance, and providing feedback to support their KPIs. This role will work closely with the Quality Interactions Team Leader, Learning & Development Officers, and Team Leaders of Operations to enhance Agents' performance progression.
Key Tasks
- Evaluate interactions against quality standards in Voice or Non-Voice formats.
- Provide coaching during selected Agent calls to help them achieve their KPIs and provide a learning experience.
- Submit daily reports to the Quality Interactions Team Leader on observed calling trends and recommended improvement plans.
- Collaborate with Learning & Development Officers to develop effective training materials and courses.
- Work with Managers, Team Leaders, and Learning & Development officers to design a strategic training plan that supports performance objectives.
- Track and meet KPIs related to call quality and Agent performance.
Required Skills and Qualifications
- 2-4 years of work experience in a similar role.
- Bachelor's Degree in a relevant field.
- Strong organizational and time management skills.
- Proficient in Microsoft Office for Windows.
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