Primary Responsibilities:
- Monitor and Evaluate Customer Interactions:
Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
Document findings accurately and consistently to support fair and objective evaluations. - Provide Feedback and Coaching Support:
Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
Support coaching sessions by identifying specific behaviors and opportunities for improvement. - Track Quality Metrics and Trends:
Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
Prepare reports and summaries that help leadership make informed decisions. - Ensure Compliance with Standards:
Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
Escalate quality or compliance concerns when necessary. - Participate in Calibration and Improvement Initiatives:
Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.