Job Role:
Responsible for monitoring and analyzing customer service calls to ensure they meet company quality and customer satisfaction standards. The role involves:
- Listening to recorded calls.
- Identifying areas for improvement.
- Documenting call behaviors.
- Providing feedback to customer service agents.
Job Description:
- Call Auditing and analysis.
- Reporting to AM/Manager
- Performing call monitoring, identifying errors, and best practices on the call.
- Documenting call behaviors and giving appropriate feedback to the customer service agents.
- We are applying 80:20 rules while giving feedback to the agent, discussing the call, and creating an action plan with timelines.
- We are identifying call drivers and reporting to the Quality TL/Manager.
- We use appropriate data management systems to compile and track performance at team and individual levels.
- We are participating and facilitating Calibration sessions to check to understand and maintain consistency with feedback.
- We are providing the training team with actionable data as and when required.
- We are providing feedback to Call Center team leaders and managers.
- We are preparing and analyzing internal and external quality reports/presentations for management staff review.
- They perform translations, IVR recordings, and language assessments.
- Regular meetings with the Quality manager
