Customer Service Quality Manager

6 days ago

Islamabad, Islamabad, Pakistan beBeeQuality Full time 800,000 - 1,000,000
Customer Service Excellence Specialist

We are seeking a detail-oriented customer service professional to ensure the highest standards of service quality and compliance. The ideal candidate will have strong analytical skills and the ability to communicate constructive feedback effectively.

Main Responsibilities:
  • Monitor inbound and outbound calls to assess employee performance and service quality, utilizing sound judgment and problem-solving abilities.
  • Evaluate customer interactions based on accuracy, communication skills, and adherence to company standards, ensuring exceptional customer satisfaction.
  • Document call evaluations and maintain accurate records of performance metrics, using data-driven insights to inform business decisions.
  • Provide actionable feedback to customer service representatives to enhance communication and service delivery, focusing on continuous improvement.
  • Collaborate with team leaders to develop coaching sessions and training programs, promoting knowledge sharing and skill development.
  • Identify trends and patterns in customer interactions to recommend process improvements, driving operational efficiency and effectiveness.
  • Ensure compliance with company policies and industry regulations, maintaining a culture of accountability and responsibility.
  • Work closely with cross-functional teams to implement quality initiatives for improved customer satisfaction, fostering a collaborative work environment.
  • Analyze quality reports, including call quality scores and customer feedback, to identify areas for improvement and track progress over time.
  • Present findings and actionable insights to management for strategic decision-making, providing recommendations for process enhancements and resource allocation.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or a related field, with a strong foundation in customer service principles.
  • Proven experience in call quality monitoring, customer service, or a similar role, demonstrating a commitment to excellence and continuous learning.
  • Strong analytical skills and attention to detail, with the ability to analyze complex data sets and draw meaningful conclusions.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers alike.
  • Proficiency in call monitoring tools and CRM software, with a willingness to adapt to new technologies and systems.

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