Customer Care Quality Assurance Officer

The main duty of a Customer Care Quality Assurance Officer is to evaluate customer interactions from multiple sources and channels, providing quality scores and proper feedbacks to agents. The incumbent is also responsible to perform investigation and evaluation for specific calls within predetermined time scales and are dealt with the highest standards of customer service. The CCU - QA will also collaborate to improve procedures, instructions, trainings and correlated activities regarding continuous quality improvement process. The CCU - QA will correspond with Care Centre Management accordingly and comply to always provide a customer-oriented service.

Key responsibilities/What you do:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management.
• Uses Quality Management ...