
Voice Process Quality Specialist
3 days ago
Job Role:
- Enhance customer experience through effective call monitoring and evaluation.
- Foster a culture of continuous improvement by providing constructive feedback and coaching to team members.
- IDentify areas for growth and development, ensuring seamless communication and process adherence.
- Develop and maintain quality reports, dashboards, and analysis to inform business decisions.
- Support initiatives that drive customer satisfaction, including CSAT, NPS, and FCR metrics.
Qualification Requirements:
- Education:
- A bachelor's degree in any field.
- Experience:
- A minimum of 1-3 years of experience as a quality analyst in an international voice process environment.
Essential Skills:
- Quality assessment
- Performance management
- Cultivating expertise
- Process refinement
- Customer centricity metrics
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