Customer Experience Quality Specialist
1 week ago
About the Role:
NMIMS seeks a skilled Customer Experience Quality Specialist to join our team. In this role, you will play a key part in ensuring the highest standards of quality and customer service are met.
Responsibilities:
- Assessing the quality of call center associates' performance
- Monitoring inbound and outbound calls and emails to evaluate demeanor, technical accuracy, and customer service skills
- Developing and implementing quality processes and procedures
- Making recommendations for training materials enhancements
- Participating in design of call monitoring formats and quality standards
- Performing call monitoring and providing trend data to site management
- Using quality monitoring data management systems to track performance
- Monitoring customer care email responses
- Providing actionable data to internal support groups
- Coordinating call calibration sessions
- Preparing and analyzing quality reports
Requirements:
- 2-3 years of Call Center experience
- Bachelor's Degree preferred
- Excellent verbal, written, and interpersonal communication skills
- Outstanding customer service skills
- Self-motivation and ability to adapt to change
- Familiarity with Microsoft Office (intermediate Word)
Estimated Salary: $65,000 - $85,000 per year
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