Call Quality Agent

Responsibilities:

• A Language Assessor would be primarily responsible for conducting English language assessments [Conducting and Coordinating for New and Existing Employees, including those whom we interview](In House and 3rd Party External).
• Daily Call Quality Monitoring of all employees [1-5 calls a day]. The assessor will work as a team member contributing to quality service delivery
• Coaching and mentoring of Spoken English, Vocabulary, Pronunciation of the staff to improve their English by way of feedback via the QC.
• Customer Services Training Specific to UK Culture – UK English Language. Ongoing Training and Development (CPD) of customer Services Training and English Language Skills to upskill employee’s standard of English.
• Language Assessors will be responsible for QA of the Transcribed files.
• Assessor will be responsible for developing, maintaining, and managing auto-scored English language proficiency...