Customer Service Performance Excellence Professional

3 days ago


Bengaluru, Karnataka, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,00,000
Quality Assurance Specialist

This is a challenging role that requires you to work with our team to monitor and evaluate the performance of customer service agents. You will be responsible for identifying areas for improvement and developing strategies to enhance customer satisfaction.

The ideal candidate will have excellent analytical skills, strong communication abilities, and the ability to work effectively in a fast-paced environment.

About the Role:
  • Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
  • Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
  • Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
  • Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
  • Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
  • Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.
  • Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
  • Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.
Requirements:
  • Education: Graduate in any discipline.
  • Experience:
  • 1-2 years of experience as a Quality Analyst in a healthcare voice process or BPO environment.
  • Strong understanding of healthcare processes, claims, and customer service metrics.
  • Excellent verbal and written communication skills.
  • Strong analytical skills with the ability to identify trends and recommend solutions.
  • Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
  • Comfortable working fixed night shifts to align with international client requirements.
Benefits:
  • Competitive salary package
  • Transport facility for night shifts
  • Health insurance and other employee benefits
  • Opportunities for career growth and skill enhancement
  • Supportive and dynamic work environment


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