
Senior Customer Interaction Specialist
3 days ago
We are seeking a highly skilled Call Quality Specialist to monitor and evaluate customer interactions, ensuring the highest standards of service excellence and regulatory compliance. The role involves analyzing calls, providing constructive feedback, and supporting the continuous improvement of customer service teams.
The ideal candidate will possess strong analytical skills, attention to detail, and excellent communication skills. They will be responsible for monitoring inbound and outbound calls to assess employee performance and service quality, evaluating customer interactions based on accuracy, communication skills, and compliance with company standards, and documenting call evaluations and maintaining accurate records of performance metrics.
Additionally, the Call Quality Specialist will 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, and ensure compliance with company policies and industry regulations.
To succeed in this role, the ideal candidate will have:
- Bachelor's degree in Business Administration, Communications, or a related field
- 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
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