Customer Interaction Quality Specialist

2 weeks ago

Kolkata, West Bengal, India beBeeQuality Full time ₹ 8,00,000 - ₹ 12,00,000
Job Overview

As a Customer Interaction Quality Specialist, you will play a critical role in ensuring that customer interactions meet high service standards. This position is responsible for monitoring, evaluating, and optimizing customer interactions to drive satisfaction, identify training needs, and improve operational efficiency.

Key Responsibilities
  • Monitor and evaluate inbound and outbound calls, emails, and chats to ensure compliance with quality standards.
  • Conduct regular audits of customer interactions and provide feedback to agents to improve performance.
  • Identify trends, recurring issues, and areas for improvement in service delivery.
  • Collaborate with teams to implement quality improvement initiatives.
  • Prepare detailed reports on quality metrics, performance scores, and key findings.
  • Ensure adherence to regulatory guidelines, policies, and SOPs in all customer interactions.
  • Support process improvement projects to enhance customer experience.
  • Provide coaching and guidance to agents based on quality assessment outcomes.
Requirements

To be successful in this role, you will need:

  • Excellent communication and interpersonal skills.
  • Ability to analyze complex data and make recommendations.
  • Strong problem-solving and analytical skills.
  • Experience in quality assurance or a related field.
  • Knowledge of industry best practices and regulations.
Benefits

We offer a competitive compensation package, including:

  • A comprehensive benefits program.
  • Ongoing training and development opportunities.
  • A collaborative and supportive work environment.
Why Join Us?

This role offers the opportunity to make a meaningful impact on customer satisfaction and drive business growth. If you are passionate about delivering exceptional customer experiences, we encourage you to apply.

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