Service Quality Expert

3 days ago

Hyderabad Secunderabad Telangana, India beBeeQuality Full time ₹ 1,04,000 - ₹ 1,30,878

About the Role

We are transforming the customer service landscape, and we need your expertise to help us succeed.

As a Service Quality Expert, you will be responsible for monitoring Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing, and evaluating Voice, Email, Chat, and Social contacts.

Your Key Responsibilities Will Include:

  • Coaching CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
  • Completing Quality Assurance and coaching session reports on a weekly basis
  • Attending and participating in meetings with supervisors and managers to review monitoring lists
  • Attending and participating in partner and internal calibration meetings
  • Researching escalated issues and co-delivering coaching opportunities with Team Leaders and Operation Managers
  • Reporting scripting problems or questions from callers to appropriate departments
  • Distributing partner and company-related correspondence to all CSRs/Tier 2 team members
  • Performing other duties as assigned

You Will Bring:

  • A high school diploma or equivalent (required)
  • 1 year of front-line contact center experience (preferred)
  • 1-2 years of Quality Assurance experience (preferred)
  • Intermediate knowledge of MS Excel, MS Word, and MS Office (required)
  • The ability to type 30 wpm minimum with accuracy
  • Strong verbal and written communication skills, including spelling and grammar
  • Excellent organizational and time management skills
  • The ability to make fair and consistent judgments and decisions
  • The ability to multi-task under high-pressure situations
  • The ability to solve problems and offer suggestions in a positive and developmental manner
  • The ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
  • The ability to perform basic mathematical functions to ensure scoring accuracy
  • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • The ability to work a variety of shifts including days, afternoons, evenings, and holidays

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