Ensure service delivery aligns with established quality standards, elevating customer satisfaction and operational efficiency. Drive continuous improvement through meticulous evaluation, fostering excellence in the BPO organization. QualificationsBachelor's Degree3+ years of Customer Services Quality AssuranceStrong Intellectual Skills & Communication Skill (Written & Verbal)Leadership Skills, able to work without supervisionProject Management & Strategic Management skillsData Base Management skillsManagement and Decision Making skillsTime managementResponsibilitiesMonitor and assess customer interactions to align with quality benchmarks, ensuring consistent service excellence. Analyze evaluation data for actionable insights, driving data-backed decisions that enhance customer experiences. Collaborate cross-functionally to develop training programs, streamline processes, and maintain high service standards.
Identify process gaps, suggest enhancements, and contribute to efficient workflows and increased customer satisfaction. Provide constructive feedback to agents, empowering skill development for improved customer interactions. Ensure adherence to policies, regulations, and standards during customer interactions, upholding service integrity. Collaborate with Customer Experience teams to identify pain points, enhancing satisfaction and loyalty through improved journeys.
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