
Enhance Customer Experience
9 hours ago
Job Summary:
- Evaluate and improve the quality of inbound/outbound calls by monitoring, assessing, and scoring them against defined parameters.
- Collaborate with agents to enhance performance through constructive feedback and coaching.
- Identify areas for improvement in communication, process adherence, and customer handling.
- Develop and maintain comprehensive quality reports, dashboards, and analysis for leadership insight.
- Support initiatives to boost customer satisfaction (CSAT, NPS, FCR) and drive process improvements.
Requirements:
- Bachelor's degree in any field
- Minimum 1-3 years of experience as a Quality Analyst in an international voice process setting
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