Sr. Associate QA

Job overview and responsibilityTIME BASIS TASKS

DAILY

• Monitors Agent's performance daily by recording, listening to, and evaluating calls, tickets or transactions based on client's goals and expectations.
• Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.

WEEKLY

• Attends in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
• Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
• Attends meeting set by clients on a weekly basis.

MONTHLY/

• Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.

QUARTERLY/ANNUA...