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Call Center Quality Assurance Specialist
12 hours ago
The Call Center Quality Assurance Specialist will be responsible for monitoring calls taken and emails sent by customer service agents to clients. This role involves evaluating customer support interactions based on established performance metrics and quality standards.
Main Responsibilities:
- Monitor calls and emails to ensure adherence to company policies, industry regulations, and ethical standards.
- Evaluate customer support interactions to identify areas for improvement.
- Provide timely and constructive feedback to customer support agents.
- Collaborate with the training team to identify training needs.
- Maintain detailed records of evaluation scores and performance trends.
- Prepare regular reports for management, identifying patterns and recommending process improvements.
Requirements:
- Proven experience in quality assurance and customer support.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Meticulous and thorough when reviewing call recordings and emails.
- Understand and empathize with both customers and support agents.
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