Customer Service Quality Specialist

1 week ago

Islamabad, Islamabad, Pakistan beBeeCallMonitoring Full time

Job Summary

We are seeking a skilled Call Monitoring Specialist to join our team. The ideal candidate will possess strong analytical skills, attention to detail, and excellent communication skills.

The primary responsibility of this role is to monitor customer interactions, assess employee performance, and ensure the highest standards of service quality and compliance.

  • Monitor inbound and outbound calls to evaluate employee performance and service quality.
  • Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
  • 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 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.
  • Present findings and actionable insights to management for strategic decision-making.
  • Participate in calibration sessions to ensure consistency in quality assessments across teams.
  • Assist in refining call scripts and communication guidelines for better customer interactions.
RequirementsKey Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • Proven experience in call monitoring, customer service, 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.
Preferred Skills:
  • Experience in relevant industries.
  • Knowledge of quality assurance methodologies and best practices.
  • Familiarity with customer satisfaction metrics.
  • Multilingual abilities are a plus.

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