Customer Experience Specialist

1 week ago


Rawalpindi Cantonment, Pakistan Translation Empire Full time

We are seeking a detail-oriented professional to monitor and evaluate customer interactions, ensuring the highest standards of service quality and compliance at Translation Empire.

Key Responsibilities:
  • Monitor inbound and outbound calls to assess employee performance and service quality.
  • Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
  • Document call evaluations and 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 company policies and industry regulations.
  • Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
  • Generate and analyze quality reports, including call quality scores and customer feedback.
  • Present findings and actionable insights to management for strategic decision-making.
  • Participate in calibration sessions to ensure consistency in quality assessments across teams.
  • Assist in refining call scripts and communication guidelines for better customer interactions.


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