Quality Monitoring and Control Specialist
3 days ago
Neksjob is seeking a Quality Monitoring and Control Specialist to oversee the quality of customer interactions across multiple communication channels. The ideal candidate will have deep knowledge of quality assurance principles, contact centre operations, and the ability to drive continuous improvement initiatives.
About the Position:
- Develop and implement quality monitoring plans to ensure adherence to quality standards.
- Analyse data and provide actionable insights to support coaching and development of agents.
- Collaborate with training and operations teams to improve agent performance.
- Lead and manage a team of QA analysts, providing mentorship, direction, and regular performance evaluations.
- Execute and oversee short-term QA initiatives and improvement projects to optimize customer interactions and internal processes.
- Create and update quality monitoring tools, scorecards, and reporting frameworks.
- Conduct calibration sessions to ensure scoring consistency across the QA team.
- Generate and analyse reports to identify process gaps, agent performance trends, and areas for training.
Requirements:
- Proven experience in a QA or contact centre environment, with at least 1-2 years in a supervisory or team lead role.
- Strong understanding of quality monitoring techniques and tools.
- Excellent analytical, communication, and coaching skills.
- Ability to manage multiple priorities, meet deadlines, and lead by example.
- High attention to detail and a commitment to continuous improvement.
- Proficient with quality management systems and reporting tools (e.g., Excel, QA software).
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