Customer Experience Quality Manager
2 weeks ago
This exciting role offers the chance to make a real impact on the customer experience landscape As a Quality Assurance Specialist, you will work closely with our operations team to monitor and evaluate agent performance, identifying opportunities for improvement and developing strategic plans to address these gaps.
About the PositionThis position reports directly to the Quality Manager and requires a strong analytical mindset, excellent communication skills, and a keen eye for detail. If you have a passion for quality and a desire to drive business results, then we want to hear from you
Primary Responsibilities:
- Conduct regular reviews of agent calls to ensure adherence to defined rules and processes
- Analyze transaction monitoring results to identify trends and patterns
- Recommend coaching and feedback strategies to improve agent performance
Requirements:
- Have worked in a training, quality and/or operations department
- Have experience in monitoring/coaching skills related to behavior-specific feedback
- Be proficient in MS Office and basic math
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