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Customer Experience and Quality Assurance Specialist

7 days ago

Cebu City, Central Visayas, Philippines Neksjob Full time
Key Responsibilities
* Monitor and evaluate the quality of customer interactions to ensure adherence to quality standards
* Document quality issues, trends, and performance measures, providing detailed feedback and actionable insights
* Collaborate with team leaders and trainers to support coaching and development of agents based on quality findings
* Lead and manage a team of QA analysts, providing mentorship, direction, and regular performance evaluations