Senior Customer Experience Specialist

16 hours ago

Rawalpindi Cantonment, Pakistan beBeeCommunication Full time 500,000 - 800,000

Job Overview:

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  • We are seeking a diligent professional to assume the role of Call Quality Analyst.
  • The ideal candidate will possess exceptional analytical skills, a keen eye for detail, and excellent communication abilities.
  • This is an exciting opportunity for a motivated individual to contribute to our team's success and make a meaningful impact on customer satisfaction.
  • As a key member of our organization, you will play a vital role in ensuring the highest standards of service quality and excellence.
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Key Responsibilities:

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  • Monitor inbound and outbound calls to assess employee performance and service quality.
  • Evaluate customer interactions based on accuracy, communication skills, and compliance with established company standards.
  • Document call evaluations and maintain accurate records of performance metrics.
  • Collaborate with team leaders to develop coaching sessions and training programs aimed at enhancing communication and service delivery.
  • Work with cross-functional teams to implement quality initiatives designed to improve 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.
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Requirements:

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  • Proven experience in call quality monitoring or a related field.
  • Bachelor's degree in English Literature, Communications, or a related field (preferred).
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Proficiency in call monitoring tools and CRM software.
  • Ability to provide constructive feedback and coaching.
  • Preferred Skills: Experience in [Industry-Specific Experience, e.g., BPO, Telecommunications, Healthcare].
  • Multilingual abilities are a plus.

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