Position Overview
The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer’s experience.
Requirements
Role and Responsibilities
Inbound
I. Daily Call monitoring (Inbound & Repeat Call, CSAT)
II. Conduct weekly calibration for the team
III. Share Quality & Calibration reports within set timelines
IV. Track monthly quality performance and share gaps as well as improvement plan
V. Ensure reduction of compliance issues reported by the client
VI. Conduct new hire training & refresher sessions
VII. Communicate performance expectations, action plans and development plans to improve call quality of the team.
VIII. Conduct ticket audit
IX. Manage the team in the absence of the Team Leader
Key Performance Indicators:
#
KPI
Target
1
Call Quality
90%
2
CSAT score
88%
3
Ticketing Accuracy
100%
4
Call script adherence
100%
5
Process Compliance
100%
6
Agents Product knowledge
100%
7
Average Handling time
180 secs
Experience Profile
I. At least 6-12 Months at a BPO executive level.
II. Excellent communication skills, relationship building and interpersonal skills.
III. Excellent organizational skills and ability to prioritize and multi-task.
IV. Demonstrable ability to supervise successfully and lead others.
V. Ability to work collaboratively with subordinate’s peers and senior management.
VI. Proven track record of sound business judgment and experience of change management.
VII. Project Management demonstrated experience such as customer service, data verification and management of information systems.
VIII. Proven performance record with ability to QC work with 100% accuracy.
Candidate Specification - Critical Skills required for applicant
- Pleasant personality, organized, well-groomed and tactful.
- Excellent customer service and interpersonal skills required
- Excellent communication skills, both verbal and written, required; professional presence and demeanor
- Ability to maintain poise and professionalism in a fast-paced environment
- Ability to interact with all levels of professionals and customers
- Ability to work independently and in a collaborative environment
- Good IT knowledge will be a definite advantage.
- Assertive and able to manage strong personalities.
Skills Required
- At least 6–12 months of experience at a BPO executive level
- Excellent verbal and written communication skills
- Strong relationship-building and interpersonal skills
- Excellent organizational skills with the ability to prioritize and multitask
- Demonstrable ability to supervise and lead others
- Ability to collaborate with peers, subordinates, senior management, and customers
- Sound business judgment and change-management experience
- Project management experience, including customer service, data verification, or information systems management
- Proven record of quality-control work with 100% accuracy
- Professional, tactful, poised, and assertive demeanor
- Good IT knowledge
What We Do
Techno Brain Group is an integrated IT solutions and digital transformation provider operating across more than 20 countries. The company delivers software engineering, business process outsourcing, consulting, cloud, and enterprise technology services to governments, NGOs, and private organizations. Its solutions address public financial management, digital identity, tax administration, business intelligence, analytics, and other technology-driven business and public-sector needs.
