Call Quality Assurance Internship

Selected intern's day-to-day responsibilities include:

1. Monitor and evaluate BPO agents' interactions for adherence to quality standards and customer satisfaction
2. Assess agent performance using defined KPIs and provide constructive feedback for improvement
3. Collaborate with teams to identify process inefficiencies and propose enhancements
4. Maintain accurate records of evaluations and generate reports for management
5. Assist in training material development and delivery related to quality standards
6. Investigate root causes of quality issues and contribute to solutions
7. Ensure compliance with industry regulations and client-specific guidelines
8. Participate in calibration sessions to maintain evaluation consistency
9. Provide insights on customer preferences and pain points from evaluation data

Requirements:

1. Bachelor's degree or equivalent relevant experience
2. Prior quality assurance experience in BPO or customer service preferred
3. Strong understanding of BPO processes and customer service principles
4. Excellent communication and analytical skills
5. Detail-oriented with a commitment to quality standards
6. Proficiency in relevant quality assurance tools and software
7. Problem-solving skills and ability to collaborate with cross-functional teams

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