Job Description:

• Evaluate and monitor the quality of customer interactions (calls, emails, chats) within the organization.
• Conduct regular audits and assessments to ensure adherence to quality standards.
• Provide feedback and coaching to call center agents and other relevant teams.
• Identify trends, issues, and areas for improvement in customer interactions.
• Collaborate with team leaders to develop and implement quality improvement initiatives.

Key Responsibilities:

• Monitor and evaluate customer interactions for quality and adherence to standards.
• Conduct regular audits and assessments.
• Provide feedback and coaching to improve performance.
• Identify trends, issues, and improvement opportunities.
• Collaborate with team leaders on quality improvement initiatives.

Qualifications:

• Strong attention to detail and analytical skills.
• Excellent communication and interpersonal abilities.
• Knowledge of quality assurance principles and practices.
• Familiarity with call center operations and customer service metrics.
• Ability to provide constructive feedback and coaching.