What are the responsibilities and job description for the Quality Assurance Lead position at Ezee Fiber?
Quality Assurance Lead
Ezee Fiber is seeking an analytical individual with strong customer service and communication skills, this person will work to maintain a desired level of quality in our services and products, especially by means of attention to every stage of the process of delivery.
About Ezee Fiber
At Ezee Fiber, we're dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
Responsibilities
- Establish and refine internal support and call center quality benchmarks to ensure optimal service delivery.
- Evaluate support engagements against predefined quality criteria.
- Review a selection of support agents' interactions across various channels (calls, emails, chats, etc..).
- Monitor and analyze recorded and live telephone calls for quality assurance purposes.
- Provide comprehensive and constructive feedback alongside evaluations.
- Engage in regular meetings with agents to discuss and elaborate on feedback.
- Offer coaching and feedback to agents to enhance their performance.
- Devise strategies aimed at enhancing support KPIs.
- Guide the team in improving agent performance through specific instructions and ongoing support.
- Identify training and onboarding needs and spearhead related initiatives.
- Facilitate calibration sessions to maintain consistency in internal evaluations.
- Collaborate with the Reporting Team to generate comprehensive reports reflecting support performance.
- Oversee customer service performance at both individual agent and team levels.
- Report the support team's performance to senior management.
- Foster a positive team culture through active contribution.
Requirements
Pay & Benefits
