Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Starting compensation based on experience
- Participate in contests with cash bonuses and prizes, including electronics and vacations
- Comprehensive medical, dental, and vision coverage available after 90 days for full-time employees
- Opportunities for internal promotions and career advancement
- Engaging work environment with a focus on team collaboration and support
- Flexible paid time off and a casual dress code

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 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

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