Call Center Quality Assurance Expert

4 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Call Center Quality Assurance Specialist

The Call Center Quality Assurance Specialist plays a critical role in ensuring that the call center team provides high-quality service to customers. This involves monitoring and evaluating team performance, identifying areas for improvement, and developing strategies to address them.

Key Responsibilities:

  • Quality Monitoring: Regularly monitor and evaluate team performance, assessing call quality, response time, and customer satisfaction.
  • Coaching and Feedback: Provide constructive feedback and coaching to team members to improve their performance and address any areas for improvement.
  • Process Improvement: Identify opportunities for process improvement and efficiency gains, implementing changes to enhance the overall effectiveness of call center operations.
  • Reporting and Analysis: Generate and analyze reports to assess team performance and identify areas for improvement, making data-driven decisions to optimize processes and achieve performance targets.


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