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Job Description
- Req#: 48806
Employer Industry: Business Process Outsourcing (BPO)
Why consider this job opportunity:
- Comprehensive health benefits available after 90 days of employment
- Paid Time Off and paid holidays to support work-life balance
- Incentives & Rewards programs with opportunities for cash bonuses and prizes
- Focus on internal promotions providing significant career advancement opportunities
- Engaging work environment that fosters collaboration and team spirit
- 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
- Offer 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
- Excellent analytical and problem-solving skills
How to Stand Out (Preferred Qualifications):
- Familiarity with compliance standards and regulations relevant to the BPO industry
- Proficiency in using quality monitoring tools and software
- Strong interpersonal skills to provide constructive feedback and collaborate with team members
#BusinessProcessOutsourcing #QualityAssurance #CareerGrowth #RemoteWork #TeamEnvironment
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
MCI is a leading technology enabled customer management business process as a service company focused on delivering enhanced omnichannel experiences.
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