Customer Experience Improvement Professional

7 days ago


moradabad, India beBeeQuality Full time

Quality Assurance SpecialistWe are seeking a meticulous and customer-focused Quality Assurance Specialist to enhance the quality of customer interactions across all channels.The ideal candidate will possess strong analytical skills, a passion for customer satisfaction, and a keen eye for process improvement within an e-commerce environment.Key ResponsibilitiesMonitor and evaluate the quality of customer interactions (calls, chats, and emails) handled by customer service representatives.Develop and maintain quality monitoring forms, scorecards, and performance metrics.Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction.Identify process gaps and recurring issues, and collaborate with team leads and training teams to implement improvements.Conduct regular calibration sessions to ensure consistent quality evaluation across the team.Generate and analyze quality reports, identify trends, and recommend data-driven action plans.Participate in process audits and support customer service improvement initiatives.Ensure compliance with company policies, tone of voice, and brand standards.Assist in updating SOPs and best practices based on quality insights.



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