Call Center Bilingual Quality Associate
1 week ago
Role - Bilingual Quality Associate -Service desk
Location - Canada (Remote)
Language - English & French
Roles and Responsibilities
Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.
Random & stratified Sampling method will be used to audit the calls and emails
Coaching & Feedback sessions
Joint call monitoring sessions with respective assigned teams & other stakeholders
Provide process updates as per requirement
Conduct Team Huddles to discuss the Quality scores and areas of opportunities
Provide Feedback/Quality tips to improve customer experience
Recognize Agent with excellent performance levels
Bottom Quartile management
Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)
Participate in internal/external calibration sessions
DSAT/ Detractor Management activities
Flexible in Shifts as per business requirements (24x7)
Handle production activities – to answer Call / Chat / ticket volume spikes
Key Deliverables (KRA/Measure):
Knowledge & Understanding of the process, evaluation & feedback, reporting and analysis
Establish controls on Transaction Processing aiming for a Zero Defect Output
Report and Publish Transaction Quality Metrics
Provide Feedback and suggestions for improvement
GAP Analysis & Controls
Adherence & record maintenance to Internal and External QMS Audit Requirements
Continuous focus and drive to meet and exceed SLAs
Drive Organization Level Quality Initiatives
Applicant’s Specifications & Qualification:
Excellent verbal and written communication
Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Reporting
Relevant working experience in an international Service Desk / Technical Support environment preferred;
ITIL V3 Foundation trained preferred
Basic knowledge on Statistical Process Control
Shows flexibility/ownership & works under pressure situation
Demonstrate excellent communication skills
Candidate should be ready to work in a 24*7 environment
The candidate should have excellent problem solving capabilities and lateral thinking skills
Good Knowledge of Audit and Evaluation function
Analytical bent of mind
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