Quality Assurance, Inbound & Governance, Analyst
Core
Assess and improve the quality of phone handling skills for Tele Assist Representatives (TA) and manage inbound customer calls regarding missed calls, inquiries, and cancellations.
Role type
Quality Assurance Analyst (Call Center)
Builds
QA reports, calibration sessions, and training recommendations for sales representatives
Domain
Insurance / Health Services / Telemarketing
Deliverable
dashboards & analysis
Required skills
Call quality assessment, Inbound call handling, QA reporting, Calibration facilitation, Training requirement identification, Customer satisfaction surveying
Preferred skills
Chinese language proficiency, Sales/telemarketing experience
Technologies
Microsoft Office Suite