Customer Experience Manager

7 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

We are looking for a highly skilled Quality Assurance Specialist to play a critical role in ensuring high-quality performance across multiple channels, including calls, emails, and chats. As a Quality Assurance Specialist, you will be responsible for evaluating and assessing sales calls, emails, and chats to ensure high-quality performance.

Key Responsibilities:

Quality Assurance Specialist Responsibilities:

  • Evaluate sales calls for quality, accuracy, and adherence to guidelines.
  • Provide detailed feedback and actionable recommendations for improvements.

Email and Chat Evaluations:

  • Review sales-related email and chat communications for clarity, professionalism, and effectiveness.
  • Ensure emails and chats align with brand tone and customer engagement standards.

Inbound Leads Monitoring:

  • Monitor inbound sales leads to ensure proper handling and response time.
  • Evaluate the quality of inbound lead engagement and provide feedback for improvement.

Feedback and Coaching Sessions:

  • Conduct coaching sessions with sales representatives based on findings from call, email, and chat evaluations.
  • Offer constructive feedback to improve performance and overall customer experience.

Account Audits:

  • Perform regular account audits to ensure accurate and up-to-date information is maintained.
  • Ensure all accounts meet required standards and compliance guidelines.

Trends Monitoring and Data Analysis:

  • Monitor trends and data related to sales performance, customer behaviour, and quality metrics.
  • Use data analysis to identify areas for improvement and report on performance trends.


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