Customer Experience Evaluator

6 days ago


Quezon City, National Capital Region, Philippines JobsAvenuePH Full time

Job Description:

As a Quality Assurance Representative at JobsAvenuePH, you will play a vital role in ensuring exceptional customer experiences. Your primary responsibility will be to monitor and evaluate customer interactions, identifying areas for improvement and providing actionable feedback to agents.

Responsibilities:

  1. Conduct thorough assessments of customer interactions, evaluating quality, accuracy, and compliance with company standards.
  2. Develop and implement effective coaching strategies to improve agent performance.
  3. Analyze data and identify trends to inform process improvements and recommend changes to leadership.
  4. Collaborate with team leaders and trainers to develop and deliver training programs that enhance agent skills and knowledge.
  5. Stay up-to-date with industry developments and best practices, applying this knowledge to improve job performance.

Requirements:

  • 2+ years of experience in a similar role, preferably in a BPO or call center setting.
  • Proven track record of improving customer satisfaction and reducing complaints.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with agents and leadership.
  • Proficiency in QA tools, call monitoring software, and reporting systems.


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