Job Description:
Position: Quality Specialist
Work Setup: On-Site
Company Overview:
OnSpot Global is an outsourcing company that offers innovative solutions to businesses worldwide. We specialize in providing cutting-edge software and services that help our clients achieve their business goals and stay ahead of the competition. With a global presence and a team of highly skilled professionals, we are committed to delivering high-quality products and services to our clients.
Job Overview:
We are seeking a dedicated and detail-oriented Quality Specialist to join our team and ensure that our agents consistently deliver high-quality service. The Quality Specialist will be responsible for monitoring and evaluating agent performance, adherence to quality guidelines, and providing feedback to enhance customer satisfaction and overall call quality.
Key Responsibilities:
- Conduct regular monitoring and evaluation of agent performance through call monitoring, call recordings, and other quality assurance methods.
- Assess agent adherence to quality guidelines, scripts, and standard operating procedures.
- Identify areas of improvement and provide constructive feedback to agents to enhance their communication skills, product knowledge, and customer service abilities.
- Track and analyze quality metrics, such as call quality scores, customer satisfaction ratings, and compliance with regulatory requirements.
- Collaborate with team leaders and trainers to develop and deliver targeted coaching and training programs to address performance gaps.
- Stay updated on industry trends, best practices, and regulatory changes to ensure ongoing compliance and quality improvement.
- Generate reports and provide regular updates to management on quality performance, trends, and improvement initiatives.
- Participate in calibration sessions with other Quality Specialists to ensure consistency and accuracy in evaluation processes.
- Contribute to the development and enhancement of quality assurance policies, procedures, and guidelines.
Qualifications:
- Previous experience as a Quality Specialist or a similar role in a customer service environment is preferred.
- Strong knowledge of quality assurance methodologies and best practices.
- Excellent verbal and written communication skills.
- Ability to effectively analyze data, identify trends, and provide actionable insights.
- Detail-oriented with a focus on accuracy and attention to detail.
- Proficient in using quality monitoring tools and software.
- Strong problem-solving and decision-making skills.
- Ability to work independently and collaboratively in a team-oriented environment.
- Flexibility to adapt to changing priorities and business needs.
- Bachelor's degree in a relevant field is a plus.
Why Work for OnSpot Global:
- Competitive salary and benefits package
- Opportunity to work with cutting-edge technologies and innovative solutions
- Collaborative and inclusive work environment
- Career growth and development opportunities
- Global exposure and the opportunity to work with clients from different industries and backgrounds
If you are passionate about quality and have a keen eye for detail, we would love to hear from you. Apply now to join our dynamic team at OnSpot Global as a Quality Specialist.