Quality Monitoring & Evaluation: 

 Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. 

 Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. 

 Provide constructive feedback to agents to help improve their performance and skill set. 

 Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions. 

 Regularly audit customer support procedures and documentation to ensure consistency and quality. 

Reporting & Analysis: 

 Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement. 

 Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement. 

 Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction. 

Training & Development: 

 Support new hire onboarding by providing training and conducting calibration sessions. 

 Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality. 

Process Improvement: 

 Work with a team to implement improvements in customer support processes based on feedback and performance data. 

 Suggest and develop process or system enhancements to improve efficiency and customer experience. 

Customer Satisfaction Monitoring: 

 Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction. 

 Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers.

INTERESTED CANDIDATES CAN APPLY ON BELOW GMAIL AND NUMBER

aryasethwhiteforce@gmail.com

93034 47007