Quality Assurance Specialist

·         Managing and Ensuring quality is maintained while dealing with clients on all mediums as per policies and procedures.

·         Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.

·         Determining, negotiating and agreeing on departmental quality procedures, standards and specifications set by company.

·         Assessing customer requirements and ensuring that these are met properly on all mediums (Calls, Chats & Tickets).

·         Ensuring customer service standards.

·         Act as a catalyst for departmental change and improvement in performance and quality.

·         Strictly monitor performance of department.

·         Determines telemarketing quality standards by studying inbound and outbound mediums, conducting test calls and chats to set a standard.

·         Ensure each agent measuring skills whether it is scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

·         Provides feedback to agents by monitoring calls, chats and tickets.

·         Evaluates agents approaches by rating effectiveness of telemarketing service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.

·         Contributes to team effort by accomplishing related results as needed.