Quality Monitoring or Quality Assurance Team Member

They facilitate the process and monitor the interactions between the call centre agents and customers, and provide elegant feedbacks to the agent for improvement. Quality Monitoring ensures the quality customer service and strict compliance with all the call center procedures for call handling. They provide call performance feedback and trend data to the coaches and/or agents, the training group and the hiring manager.

The following describe the responsibilities of the quality assurance representatives in a call centre:-

• Participates in design of call monitoring formats and quality standards.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contacts.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

Quality Monitoring or Quality Assurance Team Member Query Form

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