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Job Summary: Monitors customer service quality, develops action plans, evaluates agents, and supports training to ensure service standards. Key Responsibilities: 1. Customer service quality monitoring 2. Development of action plans and follow-up 3. Participation in quality calibration meetings **Job Description** ---------------------- Monitor the quality of service delivered by agents to users, to develop action plans based on identified gaps. Evaluate the quality of service delivered by agents during inbound and outbound calls, according to quality guidelines. Monitor customer-evaluated calls (EPA / NPS) to ensure service standards. Verify minimum candidate competencies through assessments, role plays, or on-the-job training (OJT). Provide direct feedback to agents and/or report results to supervisors per service requirements. Develop quality rankings per agent, supervisor, and service, identifying major errors. Analyze evaluation results and propose action plans and follow-up activities. Participate in quality criteria calibration meetings with involved departments. Support training for new services or operational changes. Comply with internal policies and Occupational Health and Safety (OHS) regulations. Perform other job-related duties as assigned by immediate supervisor. **Candidate Requirements** -------------------------- * Experience in quality monitoring * Intermediate-level office software proficiency * Ability to analyze information **Selection Process** ------------------------ The selection process is conducted via Aira \- a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or tests Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Connect. Our purpose is to help transform user experiences by integrating technology, processes, and people — contributing to your business and societal development. We seek individuals who empathize with customers, inspire and mobilize others, and lead change with excellence in their results.
