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Call Centre Performance Specialist
2 tygodni temu
Job Overview:
The Quality Assurance Specialist is responsible for ensuring that our contact centre meets the highest standards of quality in customer service. This includes developing and implementing quality assurance processes, conducting regular evaluations of agent performance, and analyzing data to identify areas for improvement.
Duties and Responsibilities:
- Design and implement quality assurance programs to drive improvement in customer service outcomes.
- Evaluate agent performance and provide coaching and feedback to improve skills.
- Conduct analysis of quality and performance trends to identify areas for improvement.
- Collaborate with team leaders to develop training programs to enhance agent capabilities.
- Maintain accurate records of quality and performance data.
Requirements:
- 2+ years' experience in a quality assurance or customer service role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
