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Customer Service Quality Manager
2 tygodni temu
About the Role:
We are looking for a skilled Quality Assurance Specialist to join our contact centre team. In this role, you will work closely with agents and team leaders to ensure that we deliver exceptional customer experiences.
Main Responsibilities:
- Develop and implement quality assurance processes to drive improvement in customer service outcomes.
- Conduct regular evaluations of agent performance and provide coaching and feedback to improve skills.
- Analyze data on quality and performance trends to identify areas for improvement and develop strategies to address these.
- Collaborate with team leaders to develop and implement training programs to enhance agent capabilities.
- Maintain up-to-date knowledge of company policies and procedures related to quality assurance.
Key Requirements:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Highly organized and able to prioritize tasks effectively.
