Customer Interaction Analyst

3 days ago


Rawalpindi Cantonment, Pakistan beBee Careers Full time

Job Description

We are seeking a detail-oriented professional to monitor and evaluate customer interactions, ensuring the highest standards of service quality and compliance.

Key Responsibilities:
  • Monitor inbound and outbound calls to assess employee performance and service quality
  • Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards
  • Document call evaluations and maintain accurate records of performance metrics
  • Provide constructive feedback to customer service representatives to enhance communication and service delivery
  • Collaborate with team leaders to develop coaching sessions and training programs
  • Identify trends and patterns in customer interactions to recommend process improvements
  • Ensure compliance with industry regulations
  • Work with cross-functional teams to implement quality initiatives for improved customer satisfaction
  • Generate and analyze quality reports, including call quality scores and customer feedback
  • Present findings and actionable insights to management for strategic decision-making
  • Participate in calibration sessions to ensure consistency in quality assessments across teams

Requirements

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field (preferred)
  • Proven experience in call quality monitoring, customer service, or a similar role
  • Strong analytical skills and attention to detail
  • Excellent communication and interpersonal skills
  • Proficiency in call monitoring tools and CRM software
  • Ability to provide constructive feedback and coaching


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