StarTimes Media Company
Job Title: Call Center Quality Monitor
Department: Call Center
Reports To: Call Center Supervisor
Job Objective: The Call Center Quality Monitor is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives.
Job Objective: The Call Center Quality Monitor is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives.
The Quality Monitor evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards.
The Quality Monitor fairly and consistently review the calls and emails of product Support Agents for accuracy and coaches each Agent for success in executing superior service and quality to the customers.
The Quality Monitor documents the call quality results and provides feedback and trend data to the Product Support Supervisors and Manager as required.
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