Z-1675 | Quality Control Inspector - Corporate Office

Joining - Immediate

Quality control inspectors will check the quality of incoming and outgoing calls or verify product information of our company, as well as other procedures. This job involves tasks such as keeping a record of defects, analyzing employees, and overseeing procedures and monitoring calls. This job is well suited to people with an eye for detail, highly motivated, who have an aptitude for math, and who have technical skills.

Roles and Responsibilities:

• Quality Control Inspector Duties and Maintain and develop internal support and call center quality standards.
• Review a subset of sales agent’s conversations (calls, emails, chat, etc) Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback. Discuss and explain feedback with agents in regular meetings.
•  Analyze all customer service metrics and how the support team’s performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
•  Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance to higher-ups.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.