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Call Center Quality Assurance Lead
6 hours ago
We are seeking a highly skilled Quality Assurance Executive to join our team. In this role, you will be responsible for ensuring that our customer support team provides exceptional service to our customers.
Responsibilities:- Quality Monitoring: Monitor and evaluate recorded calls to assess adherence to scripts, product knowledge, and customer satisfaction.
- Performance Feedback: Provide constructive and actionable feedback to agents, highlighting both strengths and areas for improvement.
- Quality Standards Development: Develop and maintain call center quality standards, guidelines, and audit processes.
- Performance Audits: Conduct regular performance audits to identify trends and areas for development within the support team.
- Key Performance Indicators (KPIs): Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores to drive continuous improvement.
- Training and Coaching: Design and deliver targeted training and coaching sessions to help agents enhance their skills and performance.
- Collaboration: Collaborate with management to identify and implement strategies to improve overall call center quality and customer service delivery.
To succeed in this role, you will need:
- A 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.
- Strong analytical skills with the ability to analyze data and make recommendations.
- Effective communication and coaching skills for providing actionable feedback to agents.
- Solid understanding of customer service best practices, particularly within a call center environment.
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