Quality Supervisor

Summary

Join Homzmart as a Quality Assurance specialist and monitor inbound and outbound calls, evaluating agent performance across various channels (call center, outbound, digital, back office). You will remotely monitor and evaluate agents and team leaders, ensuring quality service through consistent scripting, data handling, process adherence, product knowledge, and appropriate behavior. Responsibilities include compiling performance data, recommending process improvements, providing feedback, conducting mystery calls, generating customer reports, and assisting in developing quality processes. You will also coach agents and certify newly hired staff. This role requires at least 4 years of experience in customer operations, excellent communication and data analysis skills, and proficiency in Microsoft Office.

Requirements

• Experience not less than 4 years in the same field- Customer operations
• Very good communication skills, both written and verbal
• Excellent data collection and analysis skills
• Good monitoring skills
• Good problem-solving skills
• Good knowledge of Microsoft Office (Excel – PowerPoint)

Responsibilities

• Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels
• Being able to handle multiple LOB’s (Call Center, Outbound, Digital Channels & Backoffice)
• Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behaviour) for all transactions to ensure quality of service
• Compile and track performance for teams and individual level
• Give recommendations for process improvements based on agent development and the customer experience and feedback
• Record Quality Assurance results per transaction on a daily, weekly, and monthly basis
• Provide supervisors with detailed, clear, and professional performance feedback
• When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers
• Provide voice of customer report, Analysing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guidelines
• Assists in developing, creating, and implementing various quality processes, procedures and enhance the process flow
• Perform coaching sessions on transactions monitored
• Quality Certification for newly hired Agents

Preferred Qualifications

Experience in E-commerce is an advantage