Customer Service Supervisor
3 weeks ago
Vision: Reliable ground transportation services globally with all types of vehicles.
Mission: Empower high-quality local fleets
Corporate Culture: team first • Partner-centric • Team collaboration, • Never "not my job", end-to-end ownership, • Continuous learning and improvement, • Hard-working and pragmatic, • Don’t be a middleman, • Result-driven
Job title: Quality Evaluator Customer Service
About the Role: We seek a meticulous and detail-oriented Quality Evaluator to join our team. In this role, you will monitor, analyze, and improve the quality of customer service and operational processes, ensuring a seamless experience for our premium ground transportation clients.
Key Responsibilities: Service Monitoring & Evaluation:
Evaluate customer interactions (calls, emails, and chat) to ensure adherence to quality standards. Audit trip management processes to identify gaps and suggest improvements.Compliance & Standards:
Ensure all communications comply with company policies, service-level agreements (SLAs), and industry regulations. Maintain and enforce a standardized evaluation framework for quality assurance. Reporting & Analysis:
Prepare regular reports summarizing quality metrics, trends, and areas for improvement. Analyze customer feedback to identify recurring issues and recommend corrective actions. Training & Development:
Collaborate with team leaders to provide constructive feedback and coaching for service agents. Identify training needs and support the development of training materials to address quality gaps. Process Improvement:
Partner with the operations and trip management teams to streamline workflows. Develop strategies to enhance the overall customer journey, focusing on delivering premium experiences.Quality Tools & Systems:
Utilize quality monitoring tools to track and measure performance. Keep records of quality evaluations and ensure data accuracy for audits and reviews. What You’ll BringStrong analytical and observational skills.Exceptional communication and interpersonal abilities.A proactive mindset with a passion for continuous improvement. Familiarity with ground transportation or logistics processes is a plus
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