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Call Center Performance Specialist
7 hours ago
Job Summary
PakWheels is seeking a highly motivated and experienced Customer Service Quality Lead to join our team. The successful candidate will be responsible for leading our quality assurance efforts and ensuring that our customer service standards are met and exceeded.
Key Responsibilities
• Lead quality assurance efforts to ensure customer service standards are met and exceeded.
• Develop and implement quality standards and guidelines for call center operations.
• Conduct regular audits to assess agent performance and identify trends.
• Analyze call metrics, such as average handle time and first call resolution rates.
• Provide training and coaching to agents to help them improve their skills.
• Work closely with management to identify and implement strategies for improving call center quality.
Requirements
• Bachelor's degree in a relevant field.
• Previous experience in a call center quality assurance role is required.
• A certification in customer service or quality assurance will be an added advantage.
• Strong leadership and communication skills.
• Ability to work well under pressure and meet deadlines.
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