Quality Monitoring Specialist ̣

The person would be is responsible for consistently monitoring agent performance. The Call Monitoring Specialist reviews calls and correspondence of all Call Center agents (Undewriting, Collector, customer service, telesales team), documents call quality results and provides feedback to Agents, Management.
Role and Responsibilities
Verifying results by measuring skills in use of scripts, product knowledge, CRM usage, greeting, listening, , objection handling, efficiency, courteous close of call
Record evaluations in standard scoring forms
Identify agent training needs based on call monitors
Documenting the call quality results and providing feedback to AgentsSupervisors and trend data to the QA team as required
Identify trends and risks
Brief Management on agent performance regularly
Other quality assurance duties as assigned

Critical Skills:
1. Experience with call center quality assurance practices in financial servicesanks or collections.
2. English Level - not less than Intermediate Level ̣̣ (MUST - reported to English-speaking Manager)
3. Highly detail oriented , well organized
- 1-3 years in Quality Monitoring Specialist ̣ Quality Manager
- An excellent communicator, both verbally and in writing.
- Innovative and willing to explore new things.
- Able to work well with a wide range of people from different parts of the business.
- Adept at queries, report writing and presenting findings
- Excellent command of Microsoft Office (Word, Excel, PowerPoint,…).

- Lương thưởng hấp dẫn
- Các chế độ phúc lợi xã hội như: BHYT, BHXH, BH thất nghiệp theo quy định của Luật lao độn
- Môi trường làm việc Chuyên nghiệp – Năng động – Thân thiện

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