Service Quality Specialist

7 days ago

Gujrat, Punjab, Pakistan beBeeService Full time 800,000 - 1,500,000
Job Summary

The Quality Assurance Professional plays a pivotal role in upholding and enhancing service quality standards across customer-facing and internal operations.

This position entails evaluating diverse customer touchpoints, ensuring a holistic view of customer experience.

Responsibilities
  • Sampling Procedures: Develop and implement sampling methods for recording and reporting quality data, including customer feedback across multiple channels.
  • Monitoring and Reporting: Conduct call, chat, and ticket monitoring; review Trustpilot, IVR ratings, and social network feedback; provide trend data and share actionable insights with relevant stakeholders.
  • Mystery Shopping: Perform mystery shopping to evaluate service standards and ensure compliance with company expectations.
  • Customer Sentiment Analysis: Evaluate online reviews (Trustpilot, social platforms) and IVR feedback to identify recurring issues, customer sentiment, and service gaps.
  • Training Support: Create and disseminate case studies, feedback-based scenarios, and quizzes to support team training initiatives.
  • Trend Analysis: Review quality data across all customer interaction channels, identify irregularities, and communicate findings with recommendations.
  • Quality Assurance: Ensure compliance with communication and service quality standards across calls, chats, tickets, and digital feedback channels.
  • Standards Development: Assist in developing monitoring formats and standards to include new review and feedback sources.
  • Performance Tracking: Use the QA Portal and reporting tools to compile, track, and analyze performance at both team and individual levels.
  • Customer Needs & Advocacy: Identify evolving customer expectations through multi-channel feedback and propose process improvements.
  • Reporting: Prepare and present consolidated quality and customer experience reports to management, integrating traditional QA results with online feedback and sentiment analysis.
  • Goal Achievement: Meet and exceed assigned daily, monthly, and annual performance targets.
Qualifications

Education:

  • Minimum of a bachelor's degree.

Certifications:

  • Relevant certifications in Quality Assurance, Customer Experience, or related fields will be an advantage.

Experience:

  • 2-3 years of experience in the call centre or financial services industry.
  • Prior experience in quality assurance, customer experience monitoring, or proficiency with AI-based quality assurance is preferred.

Skills:

  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills with the ability to interpret feedback trends.
  • Proficiency in the English language is essential.

Attributes:

  • Proficiency in CRM systems, QA tools, and reporting platforms.
  • Strong knowledge of Microsoft Office (Outlook, Word, Excel) and Google Forms.
  • Ability to work independently as well as collaboratively.
  • High attention to detail, adaptability to evolving QA practices, and a commitment to maintaining service excellence.

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