Quality Expert For Customers

2 weeks ago

Pune, Maharashtra, India beBeeCustomerExperience Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title: Customer Experience Specialist

Job Description:

We are seeking a highly skilled and detail-oriented Customer Experience Specialist to join our team. In this role, you will be responsible for ensuring that customer interactions meet the highest standards of quality and excellence.

Key Responsibilities:

  • Assess customer support interactions to ensure adherence to company guidelines and best practices.
  • Evaluate agents' communication skills, tone, accuracy, problem-solving, and overall customer experience.
  • Provide constructive feedback to agents to help improve their performance and skill set.
  • Ensure compliance with all relevant policies, procedures, and service level agreements.
  • Audit customer support procedures and documentation to ensure consistency and quality.

Reporting & Analysis:

  • Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement.
  • Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement.
  • Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction.

Training & Development:

  • Support new hire onboarding by providing training and conducting calibration sessions.
  • Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality.

Process Improvement:

  • Work with a team to implement improvements in customer support processes based on feedback and performance data.
  • Suggest and develop process or system enhancements to improve efficiency and customer experience.

Candidate Requirements:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proven track record of delivering high-quality results in a fast-paced environment.

Benefits:

  • Competitive salary and benefits package.

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