Quality Assurance Executive (Call Centre)

Qualifications & experience

• Equivalent work experience in collection or call centre environment may be considered.
• Minimum 1–3 years of experience in a Quality Assurance role within a call centre, BPO, or customer service environment.
• Experience monitoring and evaluating customer interactions (calls, emails, chats, or social media).
• Familiarity with QA scorecards, performance evaluations, and quality monitoring tools.
• Experience providing coaching and constructive feedback to Customer Service Representatives (CSRs) or Telemarketing/Telesales agents.
• Familiar with VLOOKUP, pivot table and formula

Tasks & responsibilities

• Monitor Internal Call Centre Agents (Customer Service, Telesales, Collection Tele etc.)
• Perform coaching and training for internal agents.
• Performs call monitoring and provides trend data, quality reports, and feedback to the Head of QC.
• Reviews and provides trend data, quality reports, and feedback to the Head of QC.
• Participates in design of call / email monitoring formats and quality standards.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participates in listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for agents.
• Perform other duties as assigned