Customer Service Quality Assurance Specialist

2 days ago

Mohali, Punjab, India beBeeQuality Full time
Customer Service Quality Assurance Specialist

The main responsibility of this role is to ensure exceptional customer interactions by adhering to established quality guidelines and standards.

Job Description:

This position demands a high level of attention to detail, adherence to strict service standards, and the ability to provide constructive feedback that drives operational success.

  • Evaluate performance against key performance indicators (KPIs) and strive for continuous improvement in customer satisfaction.

This entails providing world-class service during customer interactions, maintaining a focus on customer satisfaction, and meeting/exceeding client-mandated KPIs related to call quality, customer satisfaction, and operational efficiency.

Key Responsibilities:
  • Client Service Excellence:
    • Provide consistent, high-quality experiences across all channels (phone, email, live chat).
    • Maintain accurate records and adhere to confidentiality agreements.
  • Performance Metrics & Continuous Improvement:
    • Analyze data to identify areas for growth and implement corrective actions.
    • Stay updated on functional areas, company policies, and best practices related to quality assurance.
  • Training & Development:
    • Participate in internal and external training programs or seminars.
    • Enhance knowledge of 7QC Tools and methods for process improvement.
  • Problem Resolution & Feedback:
    • Provide timely feedback to management regarding performance issues or possible process improvements.
    • Contribute actively to Root Cause Analysis (RCA), problem-solving, and corrective action initiatives.
  • Other Duties:
    • Perform other duties as assigned by management.

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