Overview
Contact Center Quality Assurance Supervisor Jobs in Bangkok, Bangkok City, Thailand at Amway Costa Rica
Title: Contact Center Quality Assurance Supervisor
Company: Amway Costa Rica
Location: Bangkok, Bangkok City, Thailand
Primary Responsibilities
Monitor and evaluate/assess agents’ performance concerning the quality-of-service offer through all channels.
Provide clear insight into performance drivers and the levers which impact performance. Perform mystery shoppers to ensure accurate and consistent information delivery to the customer.
Set quality standards and design evaluation programs to define service rules that meet customer needs by working with Contact Center Operation Team leader consistently.
Review and monitor incoming and outgoing calls/chat/email from customers.
Review performance at the supervisor/manager level to ensure area/everyone has the knowledge and skills required to effectively deliver on the established service commitments.
Provide tracking and reporting of Quality Assurance metrics.
Provide feedback regarding monitoring scores and identify strengths and weaknesses.
Identifies performance trends and provides recommendations for improvement.
Recommend training content additions/updates to improve intake staff training presentations/materials.
Support and assist in developing training and competencies based on Contact center KPIs.
Work with the Contact Center Operations team leader or training department to identify training needs.
Self-developed and learn new techniques to improve the work related.
Other duties and/or projects as assigned.
