Quality Assurance Agent
Apollo Agriculture
Responsibilities:
- Conduct systematic and comprehensive evaluations of call interactions between call center agents and customers.
- Analyze calls for adherence to established scripts, policies, and procedures.
- Evaluate agents' communication skills, product knowledge, and problem-resolution capabilities.
- Provide constructive and detailed feedback to call center agents based on call assessments.
- Conduct one-on-one coaching sessions to address performance gaps and enhance agent skills.
- Collaborate with team leaders and managers to implement improvement plans for individual agents.
- Generate detailed and insightful reports on the quality performance of call center agents.
- Identify trends, patterns, and areas for improvement based on assessment findings.
- Communicate quality metrics and trends to management, suggesting actionable recommendations.
- Conduct customer satisfaction and feedback surveys over the phone.
- Gather and analyze customer feedback to identify areas for improvement.
- Collaborate with other departments to implement changes based on customer feedback.
Requirements:
- Be a holder of an Undergraduate degree or a diploma certificate
- Proven experience in a call center setting, preferably in a quality assurance role.
- Strong verbal and written communication skills for providing clear feedback and generating insightful reports.
- Integrity and a strong sense of ethics
- Understanding of customer satisfaction principles and ability to conduct surveys and analyze feedback to improve service quality.
We:
- Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
- Make magic happen to solve hard problems and always come with solutions when challenges arise.
- Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
- Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
- Offer a dynamic environment that fosters talent, collaboration and growth.
- Take pride in our work and share the responsibility to see it through from conception to deployment.
- Back up our talk with a competitive compensation and benefits package and challenging projects.
- Value autonomy, honesty, transparency, and respect.
- Are excited to hear from you!