Quality Administrator

Responsibilities

• Monitor, record and evaluate agent performance through auditing of calls and data across voice/non-voice channels
• Communicate results to Senior Quality Officer and recommend corrective/preventive actions
• Provide recommendations for process redesign, training, and performance management to close gaps
• Drive quality standards across the vendor organization and identify relationships between agent behaviors and customer experience
• Escalate trends and tendencies with negative, corrective actions or positive recommendations
• Perform spot check activities to prevent revenue loss and drive consistency and COPC quality standards
• Plan, lead, and direct periodic quality audits to monitor compliance with service quality levels
• Attend weekly Calibration calls with vendors to present feedback and share updates
• Monitor performance by gathering relevant data and producing statistical reports

Requirements

• Bachelor's degree with 1–2 years of work experience, or High school diploma with 3 years of relevant work experience
• Proficiency in contact centre technologies, including workforce applications, reporting, quality, and monitoring tools
• Excellent written and verbal communication skills
• Knowledge of airline reservation system (preferred)