Quality Assurance Specialist (Q-CHANG)

Responsibilities:

• Monitor performance and coach agent to achieve SLAs both of call and chat.
• Maintain up-to-date records, reports and other document of quality, phone trends and activities
• Prepares and analyzes quality reports for management staff review
• Implement quality assurance standards and continuously optimize them according to business requirements.
• Complete other tasks assigned by line Managers.

Qualifications:

• Bachelor’s degree in any field
• Excellent communication, execution, and pressure resistance
• Good data analysis and operation ability, and able to independently work out and process all kinds of analysis reports.
• Good at logical thinking and judgement
• Coaching and leadership skill
• Self-driven, have growth and flexible mindset to work in fast paced environment
• Able to work on weekends and public holidays
• More than 2 years’ experience in call center or quality control