Europ Assistance SA
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QA Specialist at Europ Assistance SA
• Assist with training needs analysis according to Quality Assurance findings to identify skills/knowledge gaps per job requirements and call Centre needs
• Evaluating and assessing live and recorded calls.
• Quality Assurance - QA according to Policies, Procedures and processes on system
• Coaching agents and providing areas of improvement and assisting agents with objection handling.
• Calibration - Schedule time to meet with Department Management in order to facilitate calibration sessions, ensure quality standard calibration variance is kept below the target of 5% (internal/external)
• Timeous compilation of a Quality Assurance daily/weekly/monthly report on trend analysis to the relevant department