QA Consultant - Quality Service - Lumen

Job Summary

Bill Gosling Outsourcing Corp. Evaluate & audit conversations / transactions on behalf of assigned client process(es) as per pre-defined guidelines ensuring zero / minimal quality variance while maintaining productivity parameters. Quality consultant is expected to evaluate and audit telephone, email and chat communication / transaction and provide detailed feedback via an evaluation tool to the customer.

What You'll Do

• Consistently ensure that quality variance is well below threshold and internal quality scores are exemplary
• Write feedback, if applicable, to enthuse performance development at an agent level and per client instructions
• Regularly participate in client / internal calibration calls to ensure consistency of scoring & knowledge
• Meet and exceed daily volume and productivity targets
• Successfully clear the client specific training and ensure all subsequent updates are well understood & implemented
• Participate in various internal/external training programs to continuously hone required skills and knowledge base.
• Abide by all HR policies and processes including but not limited to code of conduct, attendance, and floor discipline.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.