Experience

BDA Partnership

• Singapore
• Advertising Services
• 1 - 100 Employee

• • Apr 2013 - Present

  Quality Assurance Specialist - Responsible in ensuring that agents are doing the right thing. Ensure that agents are getting the accurate data and met their KPI's. Works directly with PM in obtaining problem resolution and identifying opportunities for improvement.

• • Apr 2013 - Present

  •Participates in design of call monitoring formats and quality standards.•Evaluates calls of agents•Qualifies leads before submission to clients•Participates in kick-off meetings•Coordinates and facilitates call calibration sessions for call center staff.•Monitor calls of agents for evaluation•Provides feedback to call center team leaders and managers•Maintains monthly reports in accordance to the agents` levels•Other tasks which may be assigned by the PMs