What you'll be doing

1. Monitor and evaluate agent interactions to identify training needs and opportunities for improvement
2. Provide regular feedback and coaching to agents to enhance their skills and performance
3. Collaborate with the management team to develop and implement quality assurance strategies
4. Analyze data and generate reports to track quality metrics and identify trends
5. Ensure contact center operations adhere to company policies and procedures
6. Support the recruitment and onboarding of new agents
7. Foster a positive and motivating work environment for the team

What we're looking for

1. Minimum 2 years' experience in a quality assurance or team leader role within a call center or BPO environment
2. Strong communication and interpersonal skills, with the ability to provide constructive feedback
3. Proficiency in data analysis and reporting
4. A keen eye f...