Customer Service Performance Specialist

6 days ago

Rawalpindi Cantonment, Pakistan beBeeCommunication Full time $35,000 - $55,000
Job Title:
Customer Service Performance Specialist

Our team is seeking a skilled professional to excel in customer service performance monitoring. As a key member of our organization, you will be responsible for evaluating employee performance and service quality through thorough call assessments.

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

Requirements:
• Bachelor's degree in English Literature, Communications, or a related field (preferred)
• Proven experience in call quality monitoring, 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

Preferred Skills:
• Experience in related industries such as BPO, Telecommunications, Healthcare
• Knowledge of quality assurance methodologies and best practices
• Multilingual abilities are a plus

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