Quality Assurance Agent is responsible for assessing the quality of the performance of our contact center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls to assess associates demeanour, technical accuracy, customer service performance and conformity to company policies and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall O’Brien customer’s experience.

A SNAPSHOT OF YOUR ROLE

  • Performing call monitoring and providing trends

  • Call monitoring between 6 to 8 calls per hour (type of call ex: Sales, Customer follow ups etc.)

  • Identifying customer needs and expectations

  • Providing insights on customer experience and shares opportunities to enhance customer’s overall experience

  • Evaluating adequacy of quality assurance standards

  • Assessing sample customer service interactions and administrative tasks to meet or exceed agreed NPS targets

  • Contributing to the development and publishing of content to meet Customer Solutions staff and customer needs

  • Assessing agent behaviour against call compliance framework for adherence to the framework

  • Scoring each element of the call with the great deal of accuracy

  • Providing clear and concise documented feedback to the agent’s performance on relevant section of the call against the call compliance framework

  • Active listening

  • Following communication procedures, guidelines and policies

  • Coordinating well with other departments

  • Understanding the evaluation component of the telephony technology (PureCloud) and be efficient with the system navigation

  • Handling all requests with due skill and care

  • Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation

  • Promoting and demonstrating organisation’s values internally and externally

  • Communicating with Australian Sales Team Leaders (via email), raising issues of ‘urgent’ status where identified in the call monitoring process.

A BIT ABOUT YOU

  • Background in Quality Assurance, Compliance or a call monitoring function

  • Outstanding attention to detail.

  • Strong written communication skills and demonstrated ability to articulate feedback in a concise way in written from.

  • Outstanding understanding of the English language.

  • A background in Quality Assurance or Compliance for an Australian organization engaging with Australian customers is preferred, but not essential.

  • Ability to efficiently navigate your way around a computer, including prior use of at least one quality monitoring platform.

  • Aptitude for learning new things.

  • Ability to respond to change and implement feedback quickly and accurately

  • 12 months experience working on an Australian sales campaign.

  • Good verbal communication (English language) and be able to converse with Australian onshore teams if/when necessary relating to feedback provided in a QA scorecard.

  • Customer orientation and ability to adapt/respond to different types of personalities

  • Ability to multi-task, prioritize, and manage time effectively

  • Ability to sit for extended periods of time

  • Ability to think clearly especially in adverse situations

  • Ability to work in a team environment

  • Ability to coordinate and communicate effectively

  • Able to solve problems and work under minimal supervision.

  • Flexible to shifting schedule including but not limited to weekend shifts, night shift, working on holidays, etc.

  • With a minimum of one year customer service experience in the BPO industry.

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