Call Center Agent Quality
Core
Monitor and score call center interactions to ensure quality, compliance, and adherence to strategic objectives while assisting customers with inquiries and complaints.
Role type
Call Center Quality Assurance Agent
Builds
Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans
Domain
Banking / Financial Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Call monitoring, Scoring criteria, Improvement action plans, Customer complaint resolution, Regulatory compliance, Product knowledge
Preferred skills
Professional Certificate, Prior call center or banking customer support experience
Responsibilities
Implement contact center quality assurance framework, respond to inbound calls and resolve customer queries, collect accurate customer information, cross-sell bank products, support achievement of call center KPIs, document customer feedback and complaints, escalate unresolved issues, coordinate with internal departments for cross-functional resolution
Seniority
Entry-level to Junior
