Job Description:

  • Monitor and manage In-house and BPO agent performance to ensure the whole team meets KPIs.
  • Communicate and collaborate effectively between In-house and BPO to run the project smoothly.
  • Coordinate with internal team to create/optimize the Standard Operating Procedures.
  • Weekly frequent meetings/visits with BPO (if any).

Requirements: 

  • At least 2 years of experience in quality assurance with developing and implementing training programs in a call center environment.
  • Excellent oral, written, interpersonal communication skills and leadership.
  • Ability to multitask and perform in a constantly changing environment.
  • Result-oriented, problem solver, analytical skill, and customer-focused.

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