
Exceptional Customer Experience Expert
2 days ago
Job Overview
As a Quality Assurance Specialist, you will be responsible for evaluating and improving the quality of our customer interactions.
Key Responsibilities:
- Evaluate inbound and outbound calls to ensure they meet quality standards.
- Provide constructive feedback and coaching to agents to enhance their performance.
- Identify communication gaps, process deviations, and areas for improvement in customer handling.
- Develop and maintain quality reports, dashboards, and analysis for leadership review.
- Support process improvement initiatives to boost customer satisfaction metrics such as CSAT, NPS, and FCR.
Qualification Requirements:
- Bachelor's degree in any field.
- Minimum 1-3 years of experience as a quality analyst in an international voice process environment.
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