Customer Service Excellence Expert

5 hours ago

Rawalpindi Cantonment, Pakistan beBeeQuality Full time 8,000,000 - 12,000,000
Call Quality Specialist

We are seeking a skilled Call Quality Specialist to assess employee performance and service quality.

  • Monitor inbound and outbound calls to evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
  • Evaluate customer interactions and document call evaluations to 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.
Key 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.

Preferred Skills: Experience in the relevant industry, knowledge of quality assurance methodologies, and multilingual abilities are a plus.

About this Role

This role is responsible for ensuring the highest level of customer satisfaction through effective call quality monitoring and evaluation. The ideal candidate will have excellent communication skills, be able to analyze complex data, and provide actionable feedback to improve customer service delivery.

Responsibilities
  • Monitor and evaluate customer interactions to ensure compliance with company standards.
  • Document call evaluations and provide constructive feedback to customer service representatives.
  • Develop coaching sessions and training programs to improve customer service delivery.
  • Identify trends and patterns in customer interactions to recommend process improvements.
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.

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