Quality Assurance Monitor

U nifyCX  is growing and we are looking for a Quality Assurance Monitor  to join our motivated and ambitious team in Barranquilla, Col o mbia. Come be one of the pioneers at our newest location!

What Will You Do?

As a Quality Assurance Monitor you will be responsible for evaluating and improving the performance and efficiency of call center representatives. This role involves monitoring call interactions, assessing adherence to company policies and procedures, and ensuring the delivery of high-quality customer service. The Quality Assurance Monitor will provide feedback and recommendations for improvement to enhance overall customer satisfaction and operational effectiveness.

Key Responsibilities

• Call Monitoring and Evaluation:
• Conduct regular and random evaluations of call center interactions to ensure adherence to quality standards and procedures.
• Assess representative performance based on established metrics, including customer service, communication skills, compliance, and problem resolution.
• Performance Feedback:
• Provide constructive feedback and coaching to call center agents based on evaluation results.
• Develop and deliver performance improvement plans for agents as needed.
• Recognize and reward high-performing agents to encourage positive performance.
• Reporting and Analysis:
• Compile and analyze quality data and performance metrics to identify trends and areas for improvement.
• Prepare detailed reports on call quality, agent performance, and customer satisfaction.
• Present findings and recommendations to management and contribute to strategic decision-making.
• Compliance and Standards:
• Ensure that all call center activities comply with company policies, industry regulations, and legal requirements.
• Stay updated on changes in policies, procedures, and industry standards, and communicate relevant information to the team.
• Training and Development:
• Assist in the development and delivery of training programs for new and existing call center agents.
• Provide guidance and support to agents during onboarding and ongoing development.
• Customer Experience:
• Analyze customer feedback and complaints to identify opportunities for enhancing the customer experience.
• Work with management to implement improvements based on customer feedback and quality assessments.