Related skills
analytics quality assurance excel powerpoint quality metrics📋 Description
- Monitor/evaluate agent calls daily
- Meet departmental evaluation goals
- Communicate with Quality team on strategies and procedures
- Coach and develop agents on calls monitored
- Track and document calls, scores, and trends daily
- Report daily production, scores, and trends
🎯 Requirements
- Previous QA and contact center experience mandatory
- Excellent written and verbal communication skills
- Naturally curious with entrepreneurial spirit
- Customer-centric attitude
- Collaborative mindset and willingness to be coached
- Tech savvy with intermediate computer skills
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