Responsibilities

• Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices
• Setup management-approved key metrics and monitor performance on each metric
• Ensure continuous improvements on the evaluation metrics
• Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
• Report on performance on key metrics to management satisfaction
• Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)
• Sales and customer support 30%
• Continuously measure the quality of voice calls, video calls, live chat, email, and text messages
• Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
• Listen to live or recorded calls to evaluate sales and customer service agents' performance
• ...