I run a Quality Assurance Team for a financial company. I need to start tracking the monitoring team there performance on the quantity and quality of the customer service representatives they are monitoring. The Customer Service Department (Call Center) is a department of 60 people.
I only have 2 full time evaluators, and 3 part time evaluators.
Our department needs 14 calls, per CSR evaluated per month, (840 calls per month)
Our evaluators (fulltime) are 2, and work 7.5 hours, 5 days a week.
Our Part timers work on average 7.5 hours a day, 3 days a week.
We need to make sure that biweekly, there is half of the total amount of calls evaluated for the department of 60 CSRs, (420 calls per 14 days).
What I need tracked are; Evaluators calls per days (quantity & quality), amount time spent on avg per evaluation.
Flow charts for evaluators to aim there targets, and other several reports that would assist.
On average, our goal is to only spend MAX 10-15 MAX evaluating calls. Our calls range from 2 mins to 30 mins in length.
Please advise on what you have to offer. ()
I have over 9 years of experience in Excel and Access VBA. I have developed several Tools, Automation, Dashboard, Database CRM and Online Tools using VBA
I have done a similar project for many clients.
Dear potential Client,
I understand that you are looking for a Quality Assurance rep to monitor calls. I am the most suitable person for the job because I have 2 years experience working as a Quality Assurance Rep for a Call Centre. I was very good at doing this and would love to work for your company on a part time base for the bid price per week.
I am hard working, dedicated and committed to any task given me and will be an asset to you if chosen. I look forward to your speedy reply.
Best Regards
Heba Thomas
I have an excellent command of the English language, written and spoken.
Hard working and responsible.
Have always been responsible for office and other staff.
I am formerly from the UK.
I have handled similar projects before. Over 10 years experience in customer support for the UK & US markets.
Was responsible for 100+ staff in a call center.
Hi,
This would be challenging works. I would like take this challenge.
If I got this jobs, will be successfully finished as per your instruction.
It will be depended the volume of works or report. you can easily monitor by those report of excel including flow chart.
Thanks
sazerul
I am the best candidate for this project because I have 1 year of call quality monitoring experience in a call center using Verint software and Excel. I monitored calls for 14 representatives at 8 calls per week while also conducting one on one feedback sessions with each representative. I also collaborated with upper management to implement process improvements based on quality error trends. I received a 90% quality monitoring score for 7 consecutive months. I will definitely be an asset to your company. I will adhere to all duties assigned within project in a timely manner. I would really like to discuss my qualifications in further detail with you. I can be reached at (254) 458-4138. Thank you for your time and consideration.