Posted Aug 31, 2024 393 views
1) Review the quality of work performed by agents through live monitoring and use of call recording systems and applications.
2) Identifies training needs and communicates needs to the training department as needed.
3) Provide feedback to call center team leaders and managers.
4) Work closely with the QA Manager to anticipate training needs assessments, client requirements, and commencement of the plans without fail.
5) Track the performance of employees to identify trends and make sure they meet sales and performance goals.
6) Verify results by measuring skills in the usage of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call.
7) Make sure call center employees provide complete and accurate information to callers.
8) Provide feedback to telemarketers by monitoring calls; and conducting daily and weekly help sessions.
9) Provide feedback to telemarketers by monitoring calls; and conducting daily and weekly help sessions.
10) Directing quality initiatives by requiring adherence to quality assurance policies and procedures developing new models; and implementing changes.
Job Details
Spantronics
Spantronics is Market Leaders in Contact Center and BPO sector.
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