Summary:
A Quality Assurance (QA) Manager in a service desk monitors agent interactions with customers to ensure adherence to company standards and identify areas for improvement.
This involves call and email monitoring, providing feedback, and analysing data to enhance the overall customer experience and agent performance.
The QA Manager also contributes to the development of quality standards, training materials, and calibration sessions.
Key responsibilities and results
- Monitoring and Evaluation: QA Manager listens to call recordings and reviews other customer interactions (e.g., emails, incidents, chats) to assess agent performance against established quality standards.
- Feedback and Coaching: They provide constructive feedback to agents, both individually and in group settings, to help them improve their performance and customer service skills.
- Trend Analysis: QA Manager analyses data from interaction/ contact monitoring to identify trends in customer issues, agent performance, and areas where processes can be improved.
- Quality Standards Development: They lead the design and implementation of call monitoring formats, quality standards, scoring systems and applicable technology.
- Training and Development: QA Manager may be involved in developing training materials and participating in calibration sessions to ensure consistency in evaluation.
- Reporting: They generate reports on agent performance, quality metrics, and trends for management review.
- Collaboration: QA Manager works closely with team leaders, team managers, and other departments to share insights and drive improvements in customer service.
- Customer Listening: They participate in customer feedback programs to understand customer needs and expectations.
- Root Cause Analysis: QA Manager helps identify the root causes of quality issues and works with relevant teams to implement solutions.
Pre-requisites
- Strong Communication Skills: Excellent written and verbal communication skills are essential for providing feedback and collaborating with others.
- Analytical Skills: The ability to analyse data, identify trends, and draw meaningful conclusions is crucial.
- Attention to Detail: QA Manager needs to be detail-oriented to accurately assess interactions and identify areas for improvement.
- Problem-Solving Skills: They need to be able to identify issues, analyse their root causes, and develop solutions.
- Knowledge of Service Desk Operations: Understanding service desk processes, key performance indicators (KPIs), and customer service best practices is important.
- Ability to Provide Constructive Feedback: QA Manager needs to be able to provide feedback in a way that is helpful and motivating for agents.
- Experience with Quality Assurance Processes: Experience in quality assurance, call monitoring, and performance management is often required.
- Continuous Improvement: A vital role in ensuring a positive customer experience and driving continuous improvement within the service desk.
- All deliverables and correspondence need to be written in readily comprehensible English.
- The Service Desk representatives shall be proficient in written and spoken English to provide instructions, offer advisory services, training and any other submissions as required.
Working hours:
Staggered 8.5hr Shift - Between 7.30 am to 7.30 pm (SGT)
Weekend duty as per the roster
