Quality Assurance
Changsha Sunvelly Technology Co.,LtdChangshaUpdate time: September 6,2021
Job Description
Job Summary
The Quality Assurance Agent is responsible for monitoring customer service agents’ conversations for quality assurance.
Essential Job Functions
• Utilize in-dept customer service knowledge and established guidelines to monitor call handling and email handling of Customer Service Agents.
• Act as resource within Customer Service to provide technical expertise, mentor others and provide regular Q&A sessions for agents.
• Analyze functional area and/or team performance and recommend appropriate action plans for continual service delivery improvements.
• Assist with the development and implementation of Quality programs to insure uninterrupted site operation.
• Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

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