Performance Metrics Analyst

7 days ago


Lahore, Punjab, Pakistan Transpotech Services Full time

Our Team

We are a dynamic and growing company that values innovation and excellence. Our team is committed to delivering exceptional customer experiences through our chauffeured transportation services.

Job Description

  1. As a Performance Metrics Analyst, you will be responsible for monitoring calls taken and emails sent by our customer service agents to ensure that they meet our high standards of performance and quality.
  2. You will evaluate customer support interactions based on established performance metrics and quality standards, providing timely and constructive feedback to our customer support agents.
  3. This role requires collaboration with our training team to identify training needs based on evaluation results, ensuring that our agents receive the necessary support to excel in their roles.
  4. In addition to monitoring and evaluating customer support interactions, this role involves maintaining detailed records of evaluation scores and performance trends, as well as preparing regular reports for management to identify patterns and recommend process improvements.
  5. The successful candidate will also be responsible for monitoring customer satisfaction ratings and feedback related to customer support interactions, ensuring that our agents comply with company policies, industry regulations, and ethical standards in their interactions with customers.
  6. This role offers a unique opportunity to optimize customer support processes and procedures, proposing and implementing improvements that positively impact customer satisfaction and operational efficiency.


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