Responsibilities & Tasks

Responsibilities: Ensure the quality guidelines are met.

Tasks:



To make sure that the agents are following Quality guidelines up to the standards specified.

Ensure the quality goal of the Company is adhered to and implemented rigorously.

Comply and support in any certifications pursued by the company.

Responsibilities: Administer the calls followed by feed-back session with the CSPs/Entertainment Consultants

Tasks:

Moderating agents and their calls.

Feedback handling with the agents.





Responsibilities: Coach and identify training requirements.



Tasks:

Carry out call verification.

Maintain and monitor agents’ performance on a regular basis and analyze trends after coaching.

Conduct product and soft skills training if required.



Required Qualifications

Graduate - Any





Capabilities

Communication Skills

Listen effectively.

Respond clearly and directly.

Receive written or oral instructions.

Describe or explain information, concepts, ideas or instruction to others.

Use vocabulary appropriate to situation.















Analytical Ability

Define parameters of task and desired objective.

Apply logical reasoning to determine relationship of variables.

Develop result-oriented conclusions.

Test assumptions, observe results and incorporate revisions or corrections.





Attitudes

Assertiveness

Keep others from taking undue advantage.

Discipline colleagues, when necessary.

Enthusiasm

Maintain high energy level.

Demonstrate a positive attitude towards self and others.



Perseverance



Complete important tasks despite hardships.

Avoid distractions in pursuit of goals.



Tolerance for stress



Maintain composure and good judgment in the face of time pressure and/or risk.



Security related job descriptions
Quality Coach is:



* required to conform to the Information Security Policy,

* responsible for ensuring that data classification guidelines are followed and required controls are provided as required

* required to ensure their staff are working in a manner consistent with the Information Security Policy,

* responsible for reporting any security issue to the Manager,

* Required to abide by the terms of the applicable legislation.

* responsible for escalating any unresolved security issues to the Manager,

* Required to ensure they have familiarity with anti-virus measures and such software is being maintained with regular automated updates.

* required to report all security incidents