Description

  • Key Responsibilities 

    • Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls. 
    • Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills) 
    • Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring 
    • Reports script problems or questions to appropriate areas 
    • Assists in monitoring specific programs as needed 
    • Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals 
    • Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved 
    • Provides relevant information for Monthly Quality Reports. 
    • Provides feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained 
    • Acts at least half a day per week as CSR to keep up experience 
    • Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs. 

     

    Main Qualifications 

    • Fluency in English is a must 
    • Relevant work experience would be a plus 
    • Ability to provide feedback in a positive and supportive manner 
    • Strong verbal and written communication skills 
    • Good organization/time management skills 
    • Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).
    • Absence is ≤ 3% for the last 6 months.
    • Zero Unauthorized absences for the last 6 months.
    • Minimum KPIs score of 80% for the last 6 months .
    • No active disciplinary warnings.