Responsibilities:
* Assist in optimizing business/agents' productivity and performance through QA initiatives and programs.
* Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
* Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
* Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue.
* Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control.
* Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases.
* Communicate and report changes in the operations and business targets.
* Translate AR calls to EN as per the global office request.
* Prepare QA reports.
* Provide feedback to agents about any quality issues noticed.
* Perform other tasks as assigned.
Requirements:
* 1-3 years in a BPO/Customer service position.
* Fluent English.
* Must possess effective verbal and written communication skills
* Good presentation and interpersonal skills.
* Excellent organizational and planning skills.
* Strong attention to detail, superior listening skills.
Compensation:
very competitive package.
With us you will:
* Be a part of a top tier team of professionals, work on global projects that reach millions worldwide, create complex one-of-a-kind in-house products and solutions;
* Get opportunities for professional development: learn new skills with online courses, broaden your network in local and international conferences, receive mentoring;
* Enjoy our learning oriented culture: learn and exchange ideas in lectures and workshops led by your colleagues and team leaders;
* Get extra benefits for your health and well-being, organised well-being lectures and workshops to promote and support self-care, arranged office yoga class, vaccination days in the office, and much more;
* Get treated with delicacies at the office with snack days and supply of fresh fruit and delicious coffee;
* Enjoy a variety of employee discount programs and have fun at monthly internal activities and celebrations;
* Work from a spacious, modern, and well-equipped offices.
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