Job description
亮点 / Highlights: 1、Join us in shaping the future of Keeta's offshore strategic initiatives! As a key player, you will have the unique opportunity to contribute to the foundational blueprint of our operations while exploring innovative directions for business development.
2、Collaborate alongside top-tier professionals from around the globe, working together to create impactful strategies that will define our success in new markets. Your insights and expertise will be instrumental in designing a roadmap that not only meets our goals but also elevates the customer experience.
3、We look forward to welcoming you to our team and embarking on this exciting journey together!
岗位职责 / Duties: 1、Evaluation & Monitoring:
- Systematically monitor and evaluate agent interactions across email, chat, and voice calls against established quality standards and performance metrics.
- Identify failures and potential failures to recommend action plans/preventive actions and communicate results to the team.
- Analyze root causes for errors and collaborate with relevant teams to implement corrective and preventive measures.
2、Coaching & Feedback:
- Provide timely, objective and constructive feedback to agents based on conducted evaluation results, highlighting strengths and areas needing improvement.
- Participate in coaching sessions to enhance agent skills and knowledge.
- Conduct regular calibration sessions to ensure consistent quality assessment across the teams.
3、Quality Assurance Contribution:
- Contribute to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices.
- Identify trends and patterns in agent performance and customer interactions to recommend process improvements.
- Be up-to-date with all the changes and provide on the floor support to operations if needed.
- Analyze complaints & DSAT to identify root cause & drive improvements.
4、Training Support:
- Collaborate with the training team to identify training needs based on quality monitoring findings and contribute to the development of training materials and programs.
- Work closely with the training team to help improve new hire quality.
5、Performance Reporting:
- Present findings and insights to management, highlighting key areas for improvement.
- Generate regular reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores.
6、Compliance & Best Practices:
- Ensure compliance with industry standards, company policies, and regulatory requirements for all audited interactions.
- Promote a culture of quality, accountability, and continuous improvement within the customer service function.