The incumbent will be responsible for quality scores s/he will assist the Training and Quality Manager in setting quality standards across the Sama work streams
Key Responsibilities:
Analyze agents’ work output against guidelines/standards and provide feedback
Identify agents’ strengths and Weaknesses
Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
Collaborate with Operations to ensure that best standards are revised and updated where need be.
Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
Keep an up-to-date record of individual agents quality performance for use in performance reviews
Participate in team briefings to provide the QA objective and also sit in calibration sessions
Minimum Qualifications:
Minimum of a Diploma in a business related field.
Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.
Experience in both data and voice accounts will be advantageous.
Preferred Qualifications:
Passion for providing 1:1 support to people with accuracy and empathy.
Exceptional attention to detail and nuance.
Planning, organizing, reporting and analysis skills.
Fast learner with the ability to break down complex information into simple concepts.
Track record of developing and maintaining expertise on corporate policies and/or community standards.
Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.
Strong critical thinking and problem solving skills.
Ability to multitask and work independently in an unstructured environment.
