Quality Assurance Monitor

at  GlowTouch LLC

Glowtouch, a UnifyCX company, is growing and we are looking for a Quality Assurance Monitor to join our motivated and ambitious team in Barranquilla, Colombia. Come be one of the pioneers at our newest location!
What Will You Do?
As a Quality Assurance Monitor you will be responsible for evaluating and improving the performance and efficiency of call center representatives. This role involves monitoring call interactions, assessing adherence to company policies and procedures, and ensuring the delivery of high-quality customer service. The Quality Assurance Monitor will provide feedback and recommendations for improvement to enhance overall customer satisfaction and operational effectiveness.
Key Responsibilities:
Call Monitoring and Evaluation:
Conduct regular and random evaluations of call center interactions to ensure adherence to quality standards and procedures.
Assess representative performance based on established metrics, including customer service, communication skills, compliance, and problem resolution.
Performance Feedback:
Provide constructive feedback and coaching to call center agents based on evaluation results.
Develop and deliver performance improvement plans for agents as needed.
Recognize and reward high-performing agents to encourage positive performance.
Reporting and Analysis:
Compile and analyze quality data and performance metrics to identify trends and areas for improvement.
Prepare detailed reports on call quality, agent performance, and customer satisfaction.
Present findings and recommendations to management and contribute to strategic decision-making.
Compliance and Standards:
Ensure that all call center activities comply with company policies, industry regulations, and legal requirements.
Stay updated on changes in policies, procedures, and industry standards, and communicate relevant information to the team.
Training and Development:
Assist in the development and delivery of training programs for new and existing call center agents.
Provide guidance and support to agents during onboarding and ongoing development.
Customer Experience:
Analyze customer feedback and complaints to identify opportunities for enhancing the customer experience.
Work with management to implement improvements based on customer feedback and quality assessments.
Who Are You?
Education:
High school diploma or equivalent; associate’s or bachelor’s degree in business, communications, or a related field is preferred but not required.
Experience:
Previous experience in a call center environment, with a strong understanding of call center operations and performance metrics.
Experience in a quality assurance or monitoring role is preferred.
Skills:
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills, with the ability to provide clear and constructive feedback.
Proficiency in using call center software and quality monitoring tools.
Ability to work independently and as part of a team.
Strong organizational and time management skills, with attention to detail.
Additional Requirements:
Ability to handle sensitive information with confidentiality.
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
Who We Are:
UnifyCX is a Global company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Our motto is “Putting People First” we truly value our employees, customers, and communities. Our focus goes beyond simply filling positions; we invest in our employees’ long-term career growth. Our dedication to exceeding expectations has led to longstanding partnerships with clients, some of whom have been with us for decades. While others may speak of creating a supportive environment, we actively demonstrate it through our actions and approach.
Reports to: Global Chief Operations Officer
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity

Please refer the Job description for details