Customer Service Quality Assurance Specialist

2 days ago

Islamabad, Islamabad, Pakistan beBeeCallEvaluation Full time 8,000,000 - 12,000,000

We are seeking a meticulous Call Evaluation Specialist to ensure exceptional customer service standards and compliance. The role involves analyzing calls, providing constructive feedback, and contributing to the continuous improvement of customer service teams.

  • Monitor inbound and outbound calls to assess employee performance and service quality
  • Evaluate customer interactions based on accuracy, communication skills, and adherence to company guidelines
  • Document call evaluations and maintain accurate records of performance metrics
  • Offer actionable 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 enhancements
  • Ensure adherence to company policies and industry regulations
  • Work with cross-functional teams to implement quality initiatives for improved customer satisfaction
  • Analyze and present 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 Business Administration, Communications, or a related field (preferred)
  • Proven experience in call evaluation, 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

Preferred Skills:

  • Experience in [industry-specific experience]
  • Knowledge of quality assurance methodologies and best practices
  • Familiarity with customer satisfaction metrics (e.g., NPS, CSAT)

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