Job Description
Overview
As a Quality Assurance, you and your team will be tasked to ensure that the screening and labelling quality of Content Moderating agents are up to client's standard and complies with their policies.
Responsibilities
Analyze adherence to quality policies and procedures by monitoring agents.Execute coaching process using internal standards for feedback and coaching.Execute number of observations and feedback required per agent according to the client request or internal standards.Provide coaching and develop agent’s opportunities by using effective interpersonal communication.Develop reports in excel to inform about top call drivers and main opportunities found.Attend internal & external call calibration sessions.Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider).Deliver feedback to agents. Qualifications
Assoc...
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