Call Center Quality and Performance Officer
Department: CRM
Reports To: CRM Manager
Job Level: Mid-Level
Required Experience: 3–5 years
Job Purpose
The Call Center Quality and Performance Officer is responsible for monitoring call quality,
reviewing customer follow-up activities, and analyzing call center and CRM data.
The role ensures that call center agents follow approved procedures, maintain accurate customer
records, and deliver a consistent and professional customer experience. The position also
provides performance reports, operational insights, and recommendations to the CRM Manager.
Key Roles and Responsibilities
1. Call Center Operations Monitoring
-Monitor daily inbound and outbound call center activities.
-Track call volumes, answered calls, missed calls, waiting times, and service levels.
-Monitor daily workloads and ensure customer follow-ups are completed according to
priority and schedule.
-Identify operational issues, delays, or workload gaps and report them to the CRM
Manager.
-Ensure agents follow approved call scripts, workflows, and customer service standards.
-Review unresolved or incomplete customer cases and escalate them when required.
-Support the agents with operational guidance during high call volumes or complex
customer cases.
2. Call Quality Monitoring
-Listen to and evaluate a regular sample of recorded calls for each call center agent.
-Assess calls using an approved Call Quality Scorecard.
-Evaluate call opening, tone of voice, communication skills, needs identification,
information accuracy, lead qualification, objection handling, and call closure.
-Identify critical errors, repeated issues, and areas requiring improvement.
-Document call evaluation results and maintain accurate quality records.
-Provide agents with clear and constructive feedback.
-Track quality improvement trends for each agent over time.
3. Follow-Up and CRM Auditing
-Review daily customer follow-up lists and ensure required actions are completed on time.
-Identify overdue, missed, or incomplete follow-up activities.
-Ensure priority is given to interested customers and hot leads.
-Monitor the required contact attempts for no-answer and postponed cases.
-Review the accuracy of lead classifications and customer statuses.
-Ensure that CRM notes are clear, complete, and professionally written.
-Check customer records for missing, duplicated, or inaccurate information.
-Monitor the quality of qualified lead handovers to the sales team.
-Prepare lists of cases requiring correction, further action, or escalation.
-Ensure that no active lead remains unattended or without a scheduled next action.
4. Performance Reporting
-Extract, clean, organize, and analyze call center and CRM data.
-Prepare daily, weekly, and monthly performance reports.
-Analyze inbound and outbound call trends.
-Compare agent performance and identify strengths, gaps, and improvement opportunities.
-Analyze peak calling hours, workload distribution, and missed-call patterns.
-Identify data quality issues and recommend corrective actions.
5. Agent Support and Performance Improvement
-Provide agents with ongoing feedback based on call evaluations and CRM audits.
-Support agents in improving communication, follow-up, and data-recording practices.
-Conduct short coaching sessions and call review discussions.
-Participate in role-playing exercises for customer objections and difficult situations.
-Support the onboarding and training of new call center agents.
-Communicate repeated performance gaps and training needs to the CRM Manager.
-Help ensure consistent application of procedures across the call center team.
Qualifications and Experience
-Bachelor’s degree in Business Administration, Management Information Systems, Data
Analysis, Marketing, or a related field.
-3–5 years of relevant experience in call center operations, customer service, CRM,
quality monitoring, or performance reporting.
-Practical experience in call quality evaluation and customer follow-up monitoring.
-Previous experience in the automotive, sales, or lead management field is preferred but
not required.
Scope of Authority
This is a mid-level operational and quality role. The employee will be authorized to:
-Monitor and audit call center activities.
-Evaluate calls and provide agents with operational feedback.
-Request the correction of incomplete or inaccurate CRM records.
-Highlight overdue customer cases and follow-up activities.
-Escalate performance, quality, or operational issues to the CRM Manager.
-Recommend process improvements, coaching, and training needs.
