Quality Auditor customer support

3 weeks ago


Pune, India Skylark Hr Solutions Private Limited Full time
Conduct regular quality assessments and audits of customer interactions across various channels (phone, email, chat) handled by customer support representatives.
Evaluate interactions based on predefined quality metrics, company policies, and service level agreements (SLAs).
Identify trends, patterns, and areas for improvement in customer service delivery and representative performance.
Generate detailed reports and analysis on audit findings, providing actionable insights and recommendations for enhancing service quality.
Collaborate with team leaders and managers to develop and implement training programs or coaching sessions based on audit results.
Ensure compliance with company guidelines, procedures, and quality standards in all customer interactions.
Provide constructive feedback and coaching to customer support representatives to improve their performance and customer satisfaction.
Act as a subject matter expert in quality assurance processes and best practices within the customer support domain.
Participate in the development and enhancement of quality assurance strategies and methodologies.
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