Remote-based Quality Assurance Consultant (Outbound Contact Centre) at LeadRobot

Job Description

The Quality Assurance (QA) Consultant will monitor all calls to assess agents demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. 

You will be responsible for providing trend analysis as well as process, training and system enhancements to the VP of Operations. 

Responsibilities: 

• Participate in the design of the call monitoring framework, quality standards and the associated checklists. 

• Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)

• Provide trend reports to the VP of Operations based on audit findings. 

• Create reports on performance results (individual and team level) and provide support to the VP of Operations in the development of action plans for agents. 

• Prepare and analyze internal and external quality reports for management staff review.

• Provide feedback and input into enhancements of processes, training and systems based on trends. 

• If required, assist with the coaching of agents based on findings. 

• If required, provide training to call centre staff in support of these efforts.

• If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agents. 

• Monitor the participation and completion of Web-based training for all agents and provide reporting as well as complete appropriate follow-up.

Qualifications

Skills / Education / Qualifications 

Required Skills / Education / Qualifications 

• Strong attention to detail, exceptional listening and analytical skills.

• Strong knowledge of sales/lead generation processes and techniques.

Preferred Skills / Education / Qualifications 

• Multilingual

Experience 

Required Experience  

• 2 years in an outbound contact centre role 

• 2 years in a quality assurance role 

Systems / Tools 

Required Experience with Systems/Tools  

• Microsoft Suite especially Excel 

Prefered Experience with Systems/Tools  

• ViciDial 

• Google Workspace / Gsuite 

Additional Information

By applying to this position, you are confirming that the below statements are correct:

• I am will commit and avail myself to the full working hours.

• I have a laptop/desktop with sufficient processing power and RAM to run at least 3 websites at once.

• You will use our web-based software to monitor and audit calls.

• I have a dedicated, stable internet connection of no less than 10mbs upload and download.

• I have a smartphone capable of accessing the internet, websites, and WhatsApp.

• You will be expected to be on several WhatsApp groups and also maintain constant communication with your team using WhatsApp messages, voice notes, voice calls, video calls and file transfer.

• I have a dedicated workspace that allows me privacy and an environment to concentrate. 

• Includes a comfortable table and chair that will guard against the development of back problems or other medical conditions.

• The table needs to be large enough to accommodate the PC as well as a notebook. Your legs and knees should fit under the table and the screen should be at eye level to be the most ergonomically compliant.