Call Quality Specialist

1 week ago

Rawalpindi Cantonment, Pakistan beBeeCommunication Full time 350,000 - 550,000
Job Description

As a seasoned call quality expert, you will play a pivotal role in ensuring our customer interactions meet the highest standards of service and quality. Your mission will be to monitor inbound and outbound calls, evaluating employee performance and service delivery.

Key Responsibilities:
1. Conduct thorough assessments of customer interactions, focusing on accuracy, communication skills, and compliance with company policies.
2. Document call evaluations and maintain accurate records of performance metrics.
3. Provide constructive feedback to customer service representatives, enhancing their communication and service delivery skills.
4. Collaborate with team leaders to develop coaching sessions and training programs.
5. Identify trends and patterns in customer interactions, recommending process improvements to enhance overall quality and customer satisfaction.
6. Ensure compliance with company policies and industry regulations, working closely with cross-functional teams to implement quality initiatives.
7. Analyze quality reports, including call quality scores and customer feedback, to present actionable insights to management for strategic decision-making.
8. Participate in calibration sessions to ensure consistency in quality assessments across teams.
9. Assist in refining call scripts and communication guidelines to optimize customer interactions.

Requirements:
1. Bachelor's degree in English Literature, Communications, or a related field (desired).
2. Proven experience in call quality monitoring or a similar role.
3. Strong analytical skills and attention to detail.
4. Excellent communication and interpersonal skills.
5. Proficiency in call monitoring tools and CRM software.
6. Ability to provide constructive feedback and coaching.

Preferred Skills:
1. Experience in [Industry-Specific Experience, e.g., BPO, Telecommunications, Healthcare].
2. Knowledge of quality assurance methodologies and best practices.
3. Multilingual abilities are an asset.

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