Call Quality Assurance Specialist

12 hours ago

Islamabad, Islamabad, Pakistan beBeeCustomerService Full time

We are looking for a detail-oriented professional to ensure the highest standards of service quality and compliance. The role involves analyzing customer interactions, providing feedback, and supporting continuous improvement.

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 industry standards.
  • Document call evaluations and maintain accurate records of performance metrics.
  • Provide constructive feedback to 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 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.
Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • Proven experience in customer service or a similar role.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM software.
  • Ability to provide constructive feedback and coaching.
Preferred Skills:
  • Experience in [Industry-Specific Experience].
  • Knowledge of quality assurance methodologies and best practices.
  • Familiarity with customer satisfaction metrics (e.g., NPS, CSAT).

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