Quality Assurance Specialist

2 days ago

Islamabad, Islamabad, Pakistan beBeeCustomer Full time 6,000,000 - 9,000,000

As a Quality Assurance Specialist, you will play a vital role in monitoring and evaluating customer interactions to ensure exceptional service quality and compliance.

About the Role
  • You will analyze calls, provide constructive feedback, and contribute to the continuous improvement of our customer service teams.
Key Responsibilities:
  1. Monitor inbound and outbound calls to assess employee performance and evaluate service quality.
  2. Evaluate customer interactions based on accuracy, communication skills, and adherence to company standards.
  3. Document call evaluations and maintain accurate records of performance metrics.
  4. Collaborate with team leaders to develop coaching sessions and training programs that enhance communication and service delivery.
  5. Identify trends and patterns in customer interactions to recommend process improvements.
  6. Ensure compliance with industry regulations and company policies.
  7. Work collaboratively with cross-functional teams to implement quality initiatives for improved customer satisfaction.
  8. Analyze quality reports, including call quality scores and customer feedback.
  9. Present findings and actionable insights to management for strategic decision-making.
  10. Participate in calibration sessions to ensure consistency in quality assessments across teams.
Requirements:
  • Demonstrated expertise in call quality analysis and evaluation.
  • Strong communication and interpersonal skills.
  • Able to work collaboratively in a team environment.
  • Ability to identify trends and patterns in customer interactions.
  • Experience with quality assurance tools and software.

We offer a competitive compensation package, opportunities for professional growth, and a dynamic work environment. If you are passionate about delivering exceptional customer experiences, we encourage you to apply.

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