Responsibilities:

• Monitor performance and coach agent to achieve SLAs
• Maintain up-to-date records, reports and other documents of quality, phone trends, and activities;
• Maintain professional and technical knowledge;
• Prepares and analyzes quality reports for management staff review
• Communicate issues and actions to Team Manager in a timely and objective manner;
• Formulate and recommend Performance Improvement solutions with relevant stakeholders to determine Performance Improvement priorities.
• Support and escalate issues and involve experts wherever required to resolve issues as quickly as possible

Qualifications:

• Bachelor’s Degree in any field.
• At least 2–3-year experience as Quality Assurance (Call Center/Customer Service)
• Good English skill in both oral and written.
• Coaching and leadership skill
• Willing to learn, Proactive, able to work independent.