Key Responsibilities:
1. Listen to recorded calls: Listen to the calls recorded by our agents to assess the quality of service provided.
2. Transcribe calls into English words: Transcribe the calls into English words, capturing the conversation between the agent and the customer.
3. Evaluate call quality: Evaluate the quality of service provided by the agent, including factors such as communication skills, problem-solving, and adherence to company policies.
4. Identify areas for improvement: Identify areas where agents require additional training or coaching to improve their performance.
5. Provide feedback and recommendations: Provide feedback and recommendations to the Quality Assurance team and agents on areas for improvement.
6. Maintain accuracy and attention to detail: Maintain high levels of accuracy and attention to detail while transcribing calls and evaluating call quality.