at Qualfon

Date Posted: 5/13/2019

Job Description

Job Summary

Main Objectives and Duties:

1. Call Monitoring
○ Evaluates English communication skills of agents
○ Provides feedback and coaching for every evaluation
○ Conducts Root Cause Analysis
○ Identifies communication barriers during call monitoring
○ Sends agents to special trainings in communication skills when needed

2. Five audits per agent with coaching
○ Plots monitoring schedule
○ Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
○ Develops action plans based on root causes
○ Conducts Performance Improvement Plan for low performers

3. Daily, Weekly , Monthly and Special Reports
○ Produces and submits reports to Operations Supervisors containing evaluations and scores
○ Submits Weekly RCA Report to QA Supervisor
○ Updates daily reports of the department containing QA scores
○ Issues Performance Improvement Process (PIP) related forms

4. Information dissemination and calibration
○ Conducts and joins internal and external call calibration sessions
○ Attends conference calls with the client on specific skills for calibration purposes
○ Reads and disseminates important information from e-mails, Agent Support, etc.
○ Discusses QA guidelines with agents
○ Takes refresher courses
○ Participates in meetings with QA Supervisor and whenever invited by Operations

6. Special projects
○ Performs special assignments given by the immediate supervisor
○ Participates in incentive programs of the QA department
○ Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance

Area of expertise (Skills)

Graduate of any 4-year degree or its equivalent
At least one year experience in Call Center operations

Other Skills and Experiences (Min)

Leadership Academy

Proficient in MS Office (Excel)


Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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