BOOST YOUR CAREER AS A QUALITY COORDINATOR WITH OUR GROWING TEAM!

Are you passionate about ensuring the highest standards of quality in customer service? Future Group, a global leader in translation and localization services since 1994, is looking for a meticulous and analytical Quality Coach/Specialist to join our team. With a worldwide presence spanning North & Latin America, Asia, Europe, and MEA, we’re on a mission to deliver excellence in every interaction. Be a part of our journey to set the benchmark for quality in the localization market.

ABOUT US:

Join one of the leading Translation & Localization Companies in the world! Future Group Company has been leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We’re currently expanding our team globally—join our global team in our new journey now!

JOB SUMMARY:

As a Quality Coordinator, you will play a crucial role in upholding our commitment to quality. Your expertise will ensure that our agents provide exceptional service, maintaining the highest standards of communication and transaction accuracy. Through diligent monitoring and analysis, you will be the cornerstone of our quality initiatives, driving continuous improvement and excellence.

JOB DESCRIPTION:

• Monitor Agents’ calls and review emails for accuracy and adherence to call handling standards.
• Assess customer service quality using call driver and repeat caller analysis, among other tools.
• Confirm that agents deliver accurate solutions to customers.
• Document evaluations using departmental quality monitoring forms.
• Provide coaching feedback to supervisors and/or agents based on performance.
• Offer regular performance feedback to Supervisors and Managers.
• Prepare and analyze quality reports for Management review.
• Conduct root cause analysis and report findings to management.
• Assist in the development of reference materials to enhance quality.
• Help design quality monitoring forms and establish quality standards.
• Facilitate calibration sessions with supervisors and management.
• Perform counter audits to ensure consistency across evaluations.
• Transcribe calls for management or legal purposes as needed.
• Carry out additional duties as assigned.

KEY REQUIREMENTS:

• Exceptional listening and analytical skills.
• Detail-oriented with a focus on accuracy and quality.
• Flexibility to adapt to changing priorities and conditions.
• Ability to work effectively with minimal supervision.
• Fluency in English is essential.
• Minimum of 1 year of experience in QA, preferably in a call center environment.
• Experience in developing and implementing QA programs is highly preferred.
• Strong written and verbal communication skills.
• Proficiency in Word, Excel, and PowerPoint.
• Salesforce experience is an advantage.

Please refer the Job description for details