Website:
externix.com
Job details:
About This Role
Monitor and evaluate agent interactions to ensure quality standards, identify areas of improvement, and drive service excellence.
Key Responsibilities
- Audit calls, chats, and emails for quality compliance
- Provide detailed feedback and coaching to agents
- Prepare quality reports and share insights with management
- Identify trends and recommend process improvements
- Maintain and update quality scorecards
Requirements
- Experience in BPO quality assurance
- Strong analytical and observation skills
- Excellent written and verbal communication
- Proficiency in Excel and reporting tools
- Attention to detail and objective judgment
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