Quality Assurance Specialist
HungerStation
Bahrain,Manama,Manama
منذ 4 يوم
source : drjobs.ae

Monitors, either remotely or on recordedbasis and evaluates agents performance (script, data, processconsistency, product knowledge) on the program level for voice andnon-voice transactions using quality monitoring system.

  • Report daily,weekly and monthly reports to clients.
  • Analyzesfailures and potential failures to set action plans / preventiveactions on weekly and monthly basis and communicates results tomanagement and stakeholders.
  • Analyzes qualityvariations from metrics and documents quality related problemcases.
  • Analyzes projectquality performance related to agents, hours, days, results andminimizes variations.
  • Designs andre-designs score sheets for new and existing projects to assure allnew requirements and actions are reflected and measured onindividual and program level.
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