
Customer Interaction Analyst
3 days ago
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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