
Quality Improvement Specialist
2 weeks ago
Quality Improvement Specialist
At the core of our operations lies a commitment to delivering exceptional customer experiences. As a Quality Improvement Specialist, you will play a pivotal role in shaping our quality control framework.
- Key Responsibilities:
- Call Evaluation and Feedback: Conduct thorough assessments of inbound and outbound calls to ensure they meet our established quality benchmarks.
- Performance Enhancement: Provide constructive coaching to agents, empowering them to improve their performance and address communication gaps.
- Identifying Gaps: Pinpoint areas where customers may feel misunderstood or dissatisfied with our service.
- Quality Reporting: Develop comprehensive reports, dashboards, and analysis to inform strategic decisions and drive business growth.
- Sustaining Process Improvement: Support initiatives aimed at refining call handling processes and enhancing customer satisfaction.
- Education: Earned bachelor's degree in any field.
- Quality Experience: Minimum 1-3 years of experience as a quality analyst in an international voice process environment.
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