Summary

Job Responsibilities

1. Monitor customer interactions to ensure adherence to quality standards.
2. Provide feedback and coaching to customer service agents to improve performance.
3. Analyze data and trends to identify areas for improvement in customer service operations.
4. Develop and implement strategies to enhance the customer experience.
5. Collaborate with management and training teams to refine processes.

Job Requirements

1. Proven experience in customer service or quality assurance roles.
2. Strong communication skills, both written and verbal.
3. Excellent attention to detail and analytical abilities.
4. Ability to work independently and as part of a team.
5. Knowledge of customer service tools and CRM software is a plus.

Skills

• Analytical Thinking
• Attention to Detail
• Communications Skills
• Quality Assurance