We are seeking a highly motivated and quantitative-oriented Quality Assurance Agent to join our growing BPO team. In this role, you'll play a critical role in ensuring the quality of customer interactions within the company. You'll be the voice of the customer, meticulously evaluating agent interactions across various channels (calls, emails, chats) to ensure they meet our high standards and client-specific requirements.
Bold Business is a US-based leading global business processing outsourcing firm with over 25 years experience and $7B+ in client engagements. We enable small and publicly traded businesses to scale by providing global outsourcing talent services.
Key Responsibilities:
- Monitor and Evaluate Interactions: You'll be responsible for reviewing agent interactions using defined criteria that encompass customer service skills, adherence to company policies and scripts, data accuracy, and overall client experience. This may involve listening to call recordings, reading email transcripts, or reviewing chat logs.
- Provide Feedback: Your feedback is crucial for agent development. You'll provide constructive feedback to agents on their performance, highlighting areas where they excel and identifying opportunities for improvement. This feedback can be delivered through real-time coaching during calls, post-call evaluations, or written reports.
- Identify Areas for Improvement: Beyond individual feedback, you'll play a role in identifying broader trends and areas for improvement within the BPO operation. You may analyze common errors, areas of non-compliance, or recurring customer issues, and report these findings to the QA team or relevant supervisors.
- Maintain Quality Standards: You'll contribute to maintaining our high-quality standards by ensuring consistency in evaluation methods and adherence to established quality assurance guidelines.
- Data Entry and Reporting: You may be responsible for entering evaluation data into quality assurance software and generating reports on agent performance and overall quality metrics. These reports will be used to track progress, identify areas for improvement, and demonstrate our commitment to quality service to our clients.
Qualifications:
- Strong analytical and problem-solving skills.
- Excellent attention to detail and accuracy.
- Effective communication skills (written and verbal) to provide clear and constructive feedback to agents.
- Proficient in computer skills, including Microsoft Office Suite (Excel, Word) and familiarity with BPO quality assurance software (a plus).
- Understanding of customer service principles and best practices.
- Experience working in a fast-paced environment (a plus).
- Experience with various customer service channels (calls, emails, chats) is a plus