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Quality Reviewer

Description

Company Overview
Outplex is recognized as one of the leading customer contact organizations for superior quality, professionalism and results. Outplex is a top contact center providing services and digital transformation to some of the most recognized companies today! Our success can be attributed to one thing – outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference! 

Position Responsibilities: 

• Quality personnel are required to monitor various communications to ensure compliance of all applicable rules and regulations. 
• Ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
• Responsibilities include agent-wise quality monitoring of transactions (chats, email, call recordings, social media interactions), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits
• Defining and updating quality frameworks to match the workflows
• Often required to track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality.
• Attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans
• Performs monitoring and provides feedback and, trend data to team management
• Uses quality monitoring data management system to compile and track performance at team and individual level
   

Essential skills and experience:

• • Two-three years minimum of relevant experience
  • Experience working as an agent prior in same or similar workflows
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level expertise with Word and Excel.
  • Intermediate to advanced level knowledge with Internet technology.
  • Strong knowledge of customer care processes and techniques.
  • Solid understanding of workflow tools used for providing services
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.