Posted Aug 10, 2020 5 views
As a Customer Service Quality Assurance Associate, your goal is to maintain a high and consistent level of support quality across the team.
It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Responsibilities:
- Maintain and develop internal support and call center quality standards
- Evaluate calls of reps within a given timeline
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Monitor customer service performance on the agent and team level
- Create reports that reflect support performance
- Report team’s performance
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner
Requirements:
- Experience in the customer service
- Proven track record of analytical skills
- Hands-on experience in quality assurance
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledgeable in goal-setting practices
- Problem-solving capabilities to create meaningful strategies to improve support quality
Job Details
NCRI Pakistan Pvt Ltd
NCRI Pakistan Pvt Ltd
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