Quality Control Auditor

Asiacell Communications

Monitor Agents calls and review other interactions & emails for accuracy of information and call handling standards

Ensure that Agents are delivering a high level of customer service through the use of call driver analysis, repeat caller analysis and other data consolidation tools

Verify that agents are providing accurate solutions to customers

Record evaluations utilizing departmental quality monitoring forms

Deliver coaching feedback to supervisors and/or agents on call and email performance

Provide Supervisors and Managers with regular performance feedback on the agents

Perform root cause analysis and report to management

Completes assigned reports within the agreed time frames.

Analyze all reports to identify trends and areas of development and be proactive about offering solutions.

Participates in the design of quality monitoring forms and quality standards

Conducting Calibration sessions with supervisors and management

Conducting counter audits to ensure the effectiveness of processes & procedures

Transcribing calls for management and/or legal where required

Complete all work to the highest possible level including up to date knowledge of all programmes being evaluated.

Facilitates customer experience alignment sessions with CC staff.

Assisting the Quality department and other business units in continual improvement initiatives to align with best and current business practice.

Monitor other functional teams like Social Media, Back Office... etc.

Assist in new hired with the quality processes and procedures.

Appropriately responding to ad-hoc requests from various business units.

Provides positive and constructive feedback of monitored staff that could possibly be used in coaching sessions to rectify errors and prevent further inconsistencies/inefficiencies.

Will participate in collaborations with the training team, leads and management team monthly to ensure agents are educated and prepared to be successful