• Determines customer service quality standards by studying outbound calls and customer service presentations; conducting test calls to service representatives on new products.
• Have strong check on calls made by representative and give them feedback accordingly.
• Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
• Provides feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.
• Evaluates customer service approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training sessions.
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
• Contributes to team effort by accomplishing related results as needed.

Specific Tasks

• Quality Assurance
• Monitoring Live Chats, Emails, Text Messages And Calls
• Training