Quality Assurance Executive

**Responsibilities**:Details of**Responsibilities**:- Regular coaching sessions with the agents to share strengths and weaknesses based on Quality Audits- Provide balanced coaching and feedback to develop employees/agents. Communicate the importance of why quality matters, build consensus, and inspire others.- Uses quality monitoring data management system to compile and track performance at team and individual level. Provides feedback to call center team leaders and managers- Develops tools such as creating scripts and call flows to support customer service strategies which will help increase agent's ability to communicate the value proposition of the products and services being offered.- Conduct skills gap analysis and provide actionable feedback to training team. Create and execute individual/team improvement plan when knowledge or skill gaps are identified. Works with management to address employee performance gaps- Ensures compliance with company's standards and policies- Ensures Quality Assurance Department Report is completed and submitted to supervisor/manager on time.- Performs other related duties and assignments as required and assigned by immediate supervisor and/or manager.Competency/ Technical Skills Required- 2 - 3 years Call Center Experience as QA- Excellent verbal, written, coaching and interpersonal communication skills- Outstanding customer service skills and dedication to providing exceptional customer care- Must be self-motivator and self-starter- Focus on quality and customer service- Exceptional listening and analytical skills- Must be able to effectively deal with people at all levels inside the Company- Ability to multitask and successfully operate in a fast paced, team environment. Attention to detail and solid time management skill is a must- Must adapt well to change and successfully set and adjust priorities as neededBenefits