Customer Experience Specialist

4 days ago

Rawalpindi Cantonment, Pakistan beBeeCallQualityAnalyst Full time

Job Title: Customer Experience Specialist

About the Role

We are seeking a skilled professional to join our team as a Customer Experience Specialist. In this role, you will be responsible for monitoring inbound and outbound calls to evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.

Main Responsibilities:

  • Monitor calls to assess employee performance and service quality.
  • Document call evaluations and maintain accurate records of performance metrics.
  • Provide constructive feedback to customer service representatives to enhance communication and service delivery.
  • Collaborate with team leaders to develop coaching sessions and training programs.
  • Identify trends and patterns in customer interactions to recommend process improvements.
  • Ensure compliance with company policies and industry regulations.
  • Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
  • Generate and analyze quality reports, including call quality scores and customer feedback.
  • Presentation of findings and actionable insights to management for strategic decision-making.
  • Participation in calibration sessions to ensure consistency in quality assessments across teams.
  • Assistance in refining call scripts and communication guidelines for better customer interactions.

Key Requirements:

  • Bachelor's degree in English Literature, Communications, or a related field (preferred).
  • Proven experience in call quality monitoring, or a similar role.
  • 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.

Benefits of Working with Us

  • This is an exciting opportunity to work with a dynamic team and make a meaningful impact on customer satisfaction.
  • Collaborative work environment that encourages open communication and teamwork.
  • Ongoing training and development opportunities to enhance your skills and knowledge.

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