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Executive for Quality Excellence
2 days ago
We're seeking a highly skilled Quality Assurance Executive to lead our efforts in upholding exceptional customer service standards. As a key member of our team, you will collaborate closely with the Customer Support team to drive continuous enhancement of customer interactions.
Key Responsibilities:
- Evaluate recorded calls to ensure adherence to scripts, product knowledge, and customer satisfaction.
- Offer constructive feedback to agents, emphasizing both strengths and areas for improvement.
- Establish and maintain call center quality standards, guidelines, and audit processes.
- Conduct regular performance assessments to identify trends and areas for development within the support team.
- Analyze key call metrics, including average handle time, first call resolution rates, and customer satisfaction scores.
- Develop and deliver targeted training programs to enhance agent skills.
- Collaborate with management to implement strategies for improving overall call center quality and customer service delivery.
Requirements:
- Bachelor's degree in a relevant field.
- Proven experience in a call center quality assurance role is preferred.
- Certification in customer service or quality assurance is a plus.
- Excellent listening skills with the ability to critically evaluate recorded calls.
- Effective communication and coaching skills for delivering actionable feedback.
- Thorough understanding of customer service best practices.
About Us
PakWheels fosters a collaborative work environment that encourages innovation and growth. By joining our team, you'll contribute to a mission to transform the automobile industry through creativity, teamwork, and forward-thinking ideas.
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