
Customer Service Excellence Lead
7 days ago
Job Summary
The QA Supervisor will oversee the quality assurance team to ensure high-quality customer service interactions. This involves monitoring calls, providing feedback to agents, and identifying areas for improvement.
Responsibilities
- Lead the quality assurance team in evaluating call center interactions
- Monitor and assess agent performance using predefined quality metrics
- Coach agents to improve service quality and resolve issues
- Identify trends and implement corrective actions to improve quality
- Collaborate with management to enhance customer service processes
- Generate reports on call quality performance and provide recommendations for improvement
Requirements
- Bachelor's degree in a relevant field or equivalent experience
- 3+ years of call center experience, with at least 1 year in a supervisory or QA role
- Strong knowledge of call center metrics, quality standards, and customer service best practices
- Excellent communication, leadership, and problem-solving skills
- Experience with QA tools and call monitoring software
About Ability Pvt Ltd
We are a leading company that values excellent customer service. Our ideal candidate is someone who shares this vision and can lead our quality assurance team to achieve it.
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