
Customer Support Quality Expert
1 day ago
This position is accountable for scrutinizing client support projects and office administrative duties to identify areas for improvement and provide actionable recommendations.
The ideal candidate will have a minimum of 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
Responsibilities- Evaluate customer interactions to ensure service excellence and alignment with company policies and procedures.
- Examine back-office task-handling to assess the quality of handling and adherence to company policies and procedures.
- Finding opportunities for improvement by analyzing agent performance and providing suggestions to enhance overall customer satisfaction and team efficiency.
- Provide feedback and coaching to support agents based on evaluation results.
- Develop QA standards by supporting the establishment and improvement of quality assurance guidelines and procedures for customer support and back-office processes.
- Report and track metrics related to team performance.
- Cross-functional collaboration with customer support and back-office teams, training, documentation, and leadership to implement quality improvement initiatives.
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