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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Monitor inbound and outbound calls to assess employee performance and service quality.
- Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
- Document call evaluations and maintain accurate records of performance metrics.
- Provide constructive feedback to customer service representatives to enhance communication and service delivery.
- Collaborate with team leaders to develop coaching sessions and training programs.
- Identify trends and patterns in customer interactions to recommend process improvements.
- Ensure compliance with company policies and industry regulations.
- Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
- Generate and analyze quality reports, including call quality scores and customer feedback.
- Present findings and actionable insights to manage...