Quality Assurance Executive

Qualifications & experience
-Familiar with VLOOKUP, pivot table and formula

Tasks & responsibilities
-Performs call monitoring and provides trend data, quality reports, and feedback to the Head of QC.
-Reviews and provides trend data, quality reports, and feedback to the Head of QC.
-Participates in design of call / email monitoring formats and quality standards.
-Uses a quality monitoring data management system to compile and track performance at team and individual level.
-Participates in listening programs to identify customer needs and expectations.
-Provides actionable data to various internal support groups as needed.
-Coordinates and facilitates call calibration sessions for agents.
-Perform other duties as assigned