Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive compensation with performance-based bonuses and incentives
- Paid Time Off and holidays to support work-life balance
- Comprehensive health benefits available after 90 days of employment
- Significant opportunities for career advancement within the organization
- Engaging work environment with a focus on teamwork and collaboration
- Casual dress code for a comfortable work atmosphere

What to Expect (Job Responsibilities):
- Monitor live or recorded calls to evaluate agent performance against established standards
- Develop evaluation forms to score calls based on communication skills and problem resolution
- Analyze call data to identify trends and areas for improvement
- Prepare detailed reports on agent performance and key quality metrics
- Provide constructive feedback to agents to enhance their performance

What is Required (Qualifications):
- High School Diploma or GED
- 2-3 years of experience in quality assurance or a similar role within a BPO environment
- Proven experience in data analysis and performance evaluation
- Strong understanding of industry-standard quality metrics such as NPS, AHT, and CSAT
- Proficiency in using quality monitoring tools and software

How to Stand Out (Preferred Qualifications):
- Familiarity with compliance standards and regulations relevant to the BPO industry
- Excellent analytical and problem-solving skills
- Strong interpersonal skills for effective feedback and collaboration

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