Quality Control Manager

Що робити

• Conduct regular quality monitoring, analyze results, provide structured feedback, and track improvements.
• Support agent onboarding by developing training materials, assessments, and delivering training sessions.
• Conduct knowledge assessments, identify gaps, and organize targeted training.
• Maintain and improve the knowledge base, response macros, scoring guidelines, assessments, and AI prompts.
• Analyze customer complaints, repeat contacts, and monitoring results to identify systemic issues and improvement opportunities.