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Assess operator's performance in relation to service quality provided through all channels;
Conduct review, management, analysis of deficiencies and propose solutions/action plans to improve customer service quality;
Participate in revision sessions to maintain consistency in internal audits;
Analyze statistics and compile accurate reports related to customer service quality management when required
At least 1 year working in Contact Center as QA
Bachelor’s degree (or equivalent) in relevant field
Deep knowledge of quality assurance terminology, methods, and tools
Good computer skills, including database management
Good analytical, problem-solving, and decision-making skills
Proficiency in best practices for testing and defect management