Senior Quality Monitoring Specialist / Quality Manager

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.

- 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 Agents Supervisors 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
 
Quyền lợi được hưởng
- Salary + bonus
- Working in an international environment, having opportunities for development.

- Salary + bonus
- Working in an international environment, having opportunities for development.

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