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Call Centre Quality Assurance tracker

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. ()

Kemahiran: Excel

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Tentang Majikan:
( 0 ulasan ) Toronto, On, Canada

ID Projek: #306844

27 freelancers are bidding on average $103 for this job

cabanagj

i am interested in this project. please email me [removed]

$100 USD dalam 2 hari
(0 Ulasan)
0.0
rinkisharma

Excellent knowldege in Excel. 3 + years of experience.. in Excel, VBA

$100 USD dalam 2 hari
(0 Ulasan)
0.0
BillEde

I propose that each evaluator have a copy of a monitoring template where all the necessary data is collected via a user form, completed as a call is made. The resulting data would be collated by a master spreadsheet mo Lagi

$100 USD dalam 10 hari
(0 Ulasan)
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rakeshjha2008

I am well experienced in s/w testing and i am MCA I want to use my spare time

$100 USD dalam 3 hari
(0 Ulasan)
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Toasha

I used to work QA for UPS. We did secret shopper calling. Is this the same thing? Do we make the calls, or just evaluate an audio recording of the call?

$150 USD dalam 30 hari
(0 Ulasan)
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irfan448

I am very much intrested in this project. I have good knowledge in excel . I have done this kind of report in my concern .

$115 USD dalam 7 hari
(0 Ulasan)
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Kmeraal

I'm ready... If you are interested, let me know further details.

$110 USD dalam 2 hari
(0 Ulasan)
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dennisqapharr

I am an Excel expert and a Quality Assurance Manager. I also happen to be responsible for our global reporting. I have built a myriad of such reports. I'm certain I can provide the service you need.

$75 USD dalam 5 hari
(0 Ulasan)
0.0
jbbrown064

I can create a Microsoft Access database for you that will allow for a front-end application for each associated to track when they start monitoring a call and when they stop. You can then run reports for both individ Lagi

$75 USD dalam 3 hari
(1 Ulasan)
0.0
nehasikka

Sir, we are expert in excel and will provide a sample solution to you shortly.

$200 USD dalam 3 hari
(0 Ulasan)
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srishtibanerjee

I work in the Quality Assurance Department of an International bank where I need to monitor and manage the performance of several Quality Assurance Auditors on a regular [url removed, login to view] revert for any further clarificatio Lagi

$150 USD dalam 15 hari
(0 Ulasan)
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blessie1983

Hi, I am a Quality Assurance Specialist for a call center in the Philippines and I am the one generating the QA reports on a daily, weekly and monthly basis. I will be able to assess the number of calls handled by y Lagi

$150 USD dalam 5 hari
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maulikjain

I am good at Excel and VBA, I can provide a quality solution

$50 USD dalam 5 hari
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alaw86

I am an excel expert shouldn't be a problem to accomplish fairly quickly, I have built a call center quality assurance tracker before in excel. Please contact me asap I am available immediately to accomplish this task Lagi

$75 USD dalam 3 hari
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polineni

i am having a good team in various..platforms

$80 USD dalam sehari
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tizloves

i'm interesting of this project. Give me the [url removed, login to view]

$100 USD dalam 5 hari
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Trustech17

Hello, We are professionals of 17, experts in various fields, Check the PM for more. Regards

$80 USD dalam 2 hari
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naveenchandak

I have 3+ Exp. in Excel/VBA. I can do this job easily but I need more clarification on this

$91 USD dalam 10 hari
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shahidul555

ready to start.

$100 USD dalam 3 hari
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johnyarora

Hi, I have worked on similar project for a construction company. We've done exhaustive study but I need more clarity on the specifications you need. We can negotiate on the price however.

$80 USD dalam 5 hari
(0 Ulasan)
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