Quality Assurance Executive
Summary
Oversee customer service quality by monitoring interactions, analyzing data, and coaching agents to meet service standards and improve customer satisfaction.
Overview
Responsibilities
Qualifications
Quality Assurance Executive
Responsibilities
- Monitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence.
- Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences.
- Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
- Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction.
- Provide constructive feedback to agents, empowering skill development for improved customer interactions.
- Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity.
- Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.
Qualifications
- Bachelor's Degree
- 3+ years of Customer Services Quality Assurance
- Strong Intellectual Skills & Communication Skill (Written & Verbal)
- Leadership Skills, able to work without supervision
- Project Management & Strategic Management skills
- Data Base Management skills
- Management and Decision Making skills
- Time management