Brief Job Summary:

The ideal candidates will ensure that all inbound or outbound calls meet company standards. This means that they read over call transcripts and/or listen to audio recordings to discover issues and then come up with strategies to address any problems they find. 

 

Position:

Quality Assurance Monitor - 10 positions for Day and Night Shift

 

Department:

Operations

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Type:

Contract

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Experience Level:

• Entry Level  - 0 to 5 years

• Mid-Career  - 5 to 10 years

• Experienced - 10 to 20 years

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Compensation:

A comfortable remuneration package is being offered with the potential to earn bonuses, but this is based on qualifications, level of experience and performance during and after the probation period. Earnings are based on your experience level, qualifications and the value of the campaigns.

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Commission & Bonus:

Eligible after 3 months performance appraisal

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Hours:

4 - 8 hours a day

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Work week:

6 days 

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Term:

• More than 6 months. Your tenure on the job heavily depends on how well you perform your duties.

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Suitable candidates from:

St. Lucia

St. Vincent & the Grenadines

Dominica

Barbados

Jamaica

Trinidad & Tobago

Antigua & Barbuda

Grenada

St. Kitts & Nevis

Dominican Republic

Montserrat

Philippines

Pakistan

Guyana

United States

Canada

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Duties may include some or all of the following:​​​​

• Monitor and evaluate calls to the call center, and listen for deviations from organizational policies and standards

• Synthesize and analyze call data to report on ticketing, timing, and other key metrics

• Audit and review quality assurance processes and tasks, including calibrating across analysts

• Document problems and provide feedback and coaching to improve call center quality

• Compile issues and recommendations for improvements, giving this information to the call center representatives' managers.  

• Prepare and/or update existing guidelines to ensure calls are at their desired quality level

• Must be able to sit for long periods of time  

• Contribute towards the professional growth of the organization

 

Other Details:

• You will need a compatible headset (headphones/earphones are not allowed). 

• You will need a laptop or desktop computer with a good internet connection.

• You will need a quiet place to work

 

Requirements:​​

• Must have a good speaking voice with a great command of the English language

• Being a certified typist is highly desirable because most of the time you will be inputting data into a data base system

• Must possess key skills in Data Entry, Call Center Operations, Customer Relations, Customer Service, Power Point, Basic Computer Skills, Microsoft Word, Google Docs, Microsoft Excel and Microsoft Office

• Previous experience in phone Customer Service and/or Sales would be an asset

• Must be proactive and enthusiastic on the phone when you need to speak with customers and staff

• Requires a minimum of 5 CXC's/GCSE's/High School Diploma including Mathematics and English

• A minimum of 1 year experience in the field or in a related area

• Performs a variety of tasks as assigned by upper level Management

• Reports to the Quality Assurance Manager

 

If selected you will be required to complete and sign the requirement company documents/agreements.

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You will be required to:

• Run a speed test on the computer system that you will be using to do the job.

• Complete the Skills Sheet. 

• Record your voice. 

• Prepare a video resume. It must be uploaded to YouTube but not made public. You can use your smart phone.