- Monitors and evaluates customer service interactions through call monitoring, email reviews, and chat transcripts to ensure adherence to quality standards and compliance with company policies.
- Identifies areas for improvement in customer service performance and provide actionable feedback to customer service representatives.
- Conducts regular quality audits and provide detailed reports to management, highlighting trends, areas of improvement, and best practices.
- Collaborates with the management team to develop and implement quality improvement initiatives and strategies.
- Analyzes customer feedback and data to identify opportunities for process improvement and customer satisfaction enhancement.
- Stay updated on industry best practices and regulatory requirements to ensure compliance and quality standards are met.
- Develops and delivers comprehensive training programs for new and existing customer service representatives, focusing on product knowledge, customer service skills, and company policies and procedures.
- Creates training materials, including manuals, presentations, and interactive activities, to support the learning and development of customer service representatives.
- Conducts training sessions, workshops, and role-playing exercises to enhance the skills and performance of customer service representatives.
- Evaluates the effectiveness of training programs through assessments,quizzes, and performance evaluations, and make necessary adjustments to improve training outcomes.
- Collaborates with the quality assurance team to incorporate customer feedback and quality metrics into training programs.
- Provides ongoing coaching and support to customer service representatives to reinforce training and promote continuous improvement in performance.
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