Senior Customer Service Quality Specialist

3 days ago


Pune, Maharashtra, India beBeeQuality Full time ₹ 48,00,000 - ₹ 72,00,000

Job Overview

We are seeking a skilled Quality Assurance Specialist to join our team.

Key Responsibilities:

• Conduct thorough quality monitoring and evaluation of customer support interactions to ensure adherence to service standards.

• Assess agents' communication skills, tone, accuracy, problem-solving, and overall customer experience.

⁄ Provide actionable feedback to enhance agent performance and skill set.

• Ensure compliance with all policies and procedures for customer interactions.

Reporting & Analysis:
• Prepare detailed reports on quality scores, identifying trends and performance gaps.

• Analyze customer feedback, service performance data, and KPIs to identify areas for process improvement.

⁄ Track and report 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 developing and delivering ongoing training programs to enhance agent performance and service quality.

Process Improvement:
• Collaborate with the 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.

Customer Satisfaction Monitoring:
• Regularly review customer feedback surveys and NPS reports to gauge overall customer satisfaction.

⁄ Work with team leads to address negative feedback and recommend corrective actions by engaging with customers.



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