
Customer Experience Specialist
1 day ago
The Call Quality Specialist is a pivotal role in ensuring exceptional customer experiences through effective call quality analysis.
This position involves evaluating recorded sales calls against established standards, identifying areas for improvement, and providing actionable feedback to drive business growth.
- Conduct thorough assessments of sales conversations to pinpoint strengths and weaknesses.
- Develop and present detailed reports highlighting key findings and recommendations.
- Collaborate with the Training & Development team to design targeted solutions addressing skill gaps and process inefficiencies.
- Monitor the impact of implemented changes and continually refine evaluation criteria as needed.
Key Qualifications:
- 1–3 years of experience in quality analysis, call auditing, or training support.
- Excellent analytical, reporting, and communication skills.
- Ability to provide constructive feedback and suggest practical solutions.
- Strong interpersonal skills and a willingness to learn and adapt.
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