Monitors and evaluates customer service interactions through call monitoring, email reviews, and chat transcripts to ensure adherence to quality stand..
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.
Efficiently manage ticket quality checks.Effectively support the OPM with the management Quality targets.Highlight any potential quality issues to the..
Efficiently manage ticket quality checks.
Effectively support the OPM with the management Quality targets.
Highlight any potential quality issues to the OPM.
Prepares internal and external quality reporting.
Liaise with Team Leaders on continuous evaluation and improvement of the team’s internal and external service quality.
Support Team Leaders with the introduction and management of quality improvement techniques.
Provide Team Leaders with feedback regarding individual agents’ quality scores.
Highlight any urgent quality training needs to the Team Leaders whilst supporting them in conducting an effective training needs analysis of all agents.
Liaise with Team Leader in planning and delivery of all agreed training and coaching identified on individual PDP’s.
Design and Implement Smart Action plan when necessary
Work with the global quality coordinator as well as the global quality circle team
Effectively handles complaints and submits DRSMs on time
Provides coaching to agents regarding ticket handling
