VAS QUALITY EXPERT

Job Summary
The VAS Quality Expert is responsible for evaluating agent performance across soft and technical skills, identifying gaps, and delivering targeted coaching to enhance service quality. With expertise in email, case, and call handling—primarily in English, French, and Spanish—this role plays a key part in driving VAS transformation through innovative and effective methods. The position requires strong initiative, problem-solving abilities, and the capacity to work independently while handling unique situations. Additionally, the role involves supervising non-exempt employees, implementing data-driven coaching strategies, and leading workshops to improve customer experience and operational efficiency.
 

Key Responsibilities:

1. Quality Evaluations & Performance Monitoring

• Conduct structured evaluations of agent interactions (calls, chats, emails) based on predefined soft skills (e.g., communication, empathy) and hard skills (e.g., product knowledge, process adherence).
• Use quality scorecards and evaluation frameworks to assess performance objectively.
• Identify trends, recurring errors, and areas for improvement at individual and team levels.

2. Skill Development Workshops

• Design and facilitate targeted workshops to address skill gaps (e.g., objection handling, active listening, technical troubleshooting).
• Collaborate with Training Teams to align workshops with onboarding/upskilling programs.
• Measure workshop effectiveness through pre- and post-assessments.

3. Root Cause Analysis & Opportunity Identification

• Perform deep-dive analyses on "missed opportunities"
• Partner with multiple teams to correlate quality data with KPIs
• Recommend process improvements or policy updates based on findings.

4. Coaching & Feedback

• Provide actionable, constructive feedback to agents and team leads through 1:1 sessions.
• Track agent progress and adjust coaching plans as needed.
• Recognize and reinforce best practices to motivate high performance.

5. Reporting & Continuous Improvement

• Generate weekly/monthly quality reports with insights and action plans.
• Present findings to leadership with data visualizations (e.g., heatmaps, skill matrices).
• Stay updated on industry standards (e.g., COPC, Six Sigma) to refine evaluation criteria.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 5+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Preferred Certifications
NA
 

Knowledge and Skills:

• Superior communication skills both written and verbal English and Spanish
• Understands internal processes and tools
• Computer proficiency
• Problem solving skills
• Accuracy in data entry
• Excellent fluency in English and Spanish language  
• Experience in a phone based remote role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal MPS processes , tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks
• Process analysis and documentation
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or quality improvements

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.