Determines customer service quality standards by studying outbound calls and customer service presentations; conducting test calls to service representatives on new products.
Have strong check on calls made by representative and give them feedback accordingly.
Verifies results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Provides feedback to telemarketers by monitoring calls; conducting daily and weekly help sessions.
Evaluates customer service approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training sessions.
Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
Contributes to team effort by accomplishing related results as needed.
Monitoring Live Chats, Emails, Text Messages And Calls
Note: You must take this online test to complete your job application. Click the button to take the test now or visit your dashboard to take it later. You can also find a link to this test in your registered email address.