Chief Customer Satisfaction Officer

7 days ago

Gujrat, Punjab, Pakistan beBeeCustomerExperience Full time 6,000,000 - 8,000,000
Job Title

Quality Assurance Executive - We Are Looking for a Customer Experience Expert

Overview

The customer experience is key to the success of any business. As a Quality Assurance Executive, you will play a vital role in ensuring that our services meet the highest standards of quality.

This is not just about monitoring calls and chats; it's about evaluating customer feedback from multiple channels, including Trustpilot reviews, IVR ratings, and social media feedback. By analyzing diverse customer touchpoints, you will help us maintain a strong customer-centric approach and support continuous improvement across teams.

Key Responsibilities
  1. Develop and implement sampling methods: Create strategies for recording and reporting quality data from various customer feedback channels.
  2. Conduct quality monitoring: Review call, chat, and ticket interactions, as well as online reviews and IVR feedback.
  3. Perform mystery shopping: Evaluate service standards and ensure compliance with company expectations.
  4. Evaluate customer sentiment: Analyze online reviews and IVR feedback to identify recurring issues and service gaps.
  5. Support team training: Create case studies, feedback-based scenarios, and quizzes to enhance team performance.
  6. Review quality data: Identify irregularities and communicate findings with recommendations.
  7. Ensure compliance: Verify adherence to communication and service quality standards across all channels.
  8. Develop monitoring formats: Collaborate on new review and feedback sources.
  9. Compile performance reports: Use the QA Portal and reporting tools to track and analyze team and individual performance.
  10. Identify evolving customer expectations: Analyze multi-channel feedback and propose process improvements.
  11. Present consolidated reports: Prepare and present quality and customer experience reports to management, integrating traditional QA results with online feedback and sentiment analysis.
Requirements

A bachelor's degree is required. Relevant certifications in Quality Assurance, Customer Experience, or related fields are advantageous.

At least 2-3 years of experience in the call centre or financial services industry is preferred. Prior experience in quality assurance, customer experience monitoring, or proficiency with AI-based quality assurance is also beneficial.

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