Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive pay with a variety of benefits and incentives
- Paid Time Off and paid holidays for work-life balance
- Opportunities for career advancement and professional growth within the company
- Engaging work environment that fosters teamwork and collaboration
- Comprehensive health benefits available to full-time employees after 90 days of employment

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 recommend process improvements
- 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 quality metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (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 attention to detail for accurate call monitoring and evaluation
- Effective verbal and written communication skills
- Ability to adapt to changing environments and manage multiple tasks simultaneously

#BPO #QualityAssurance #CareerGrowth #Teamwork #CompetitiveBenefits

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