The Quality Control Coordinator is responsible for the development, implementation, communication and maintenance of quality plan to bring the call center’s quality systems and policies into compliance with requirements.
RESPONSIBILITIES:
- Promoting quality achievement and performance improvement throughout the call center.
- Develop, implement, communicate and maintain quality plans ensuring that objectives are achieved.
- Ensuring compliance with national standards and legislation.
- Agreeing standards and establishing clearly defined quality methods from staff to apply.
- Defining quality procedures in conjunction with operating staff.
- Setting up and maintaining controls and documentation procedures.
- Establishing standards of service for customers.
- Ensuring the execution of corrective action and compliance with customer’s specifications.
- Maintaining performance by gathering relevant data and producing statistical reports.
- Identifying relevant quality-related training needs and delivering training.
- Persuading reluctant staff to change their way of working to incorporate quality methods.
- Performing call monitoring audits for call center representatives.
