Offer summary

Qualifications:

Bachelor's degree in any field., 1+ years of experience in customer service quality assurance, preferably in a call center environment., Excellent analytical and problem-solving skills., Strong written and verbal communication skills..

Key responsibilities:

Monitor and evaluate the quality of customer interactions through phone, email, and chat channels.

Identify areas for improvement in customer service and provide feedback to team members and management.

Develop and maintain quality standards and evaluation criteria.

Analyze customer feedback and recommend process improvements to enhance the customer experience.

Job description

We are seeking a Quality Analyst to join our team. The Quality Analyst will be responsible for monitoring and evaluating the quality of our customer interactions, identifying areas for improvement, and providing feedback to our customer service team.

Key Responsibilities:

Monitor and evaluate the quality of customer interactions through phone, email, and chat channels
Identify areas for improvement in customer service and provide feedback to team members and management
Develop and maintain quality standards and evaluation criteria
Collaborate with team members to develop and implement training programs to improve customer service quality
Provide coaching and mentoring to team members to help them improve their performance
Analyze customer feedback and recommend process improvements to enhance the customer experience
Maintain accurate records of quality evaluations and provide regular reports to management
Participate in customer service team meetings and provide input on quality-related issues

Qualifications:

Bachelor's degree in any field.
1+ years of experience in customer service quality assurance, preferably in a call center environment
Knowledge of quality assurance methodologies and tools
Excellent analytical and problem-solving skills
Strong written and verbal communication skills
Ability to work collaboratively with cross-functional teams
Detail-oriented with a focus on quality
Familiarity with customer service metrics and KPIs
Ability to manage multiple tasks and priorities in a fast-paced environment

If you are passionate about customer service and enjoy working in a collaborative environment, we encourage you to apply for this exciting opportunity.

Other Details: