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1 week ago
We are looking for a skilled professional to join our team as a Quality Assurance Specialist.
This role is responsible for evaluating client support projects and administrative duties to identify areas for improvement and provide actionable suggestions.
Main Responsibilities- Evaluate customer interactions to ensure service excellence and alignment with company policies and procedures.
- Review back office team's handling of underwriting and credit dispute tasks to assess quality and adherence to company policies and procedures.
- Find opportunities for improvement by analyzing agent performance and providing recommendations to enhance overall customer satisfaction and team efficiency.
- Provide feedback and coaching to support agents based on evaluation results.
- Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
- Strong analytical skills to review and analyze customer interactions and audit histories.
- Attention to detail to identify potential service gaps and inconsistencies.
- Remarkable communication abilities to provide effective feedback to agents and management.
- Experience working with BPO teams and evaluating/delivering feedback to leadership.
- Experience in training or coaching, including providing agent coaching, training, or mentorship.
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