Responsibilities

• Monitor inbound and outbound calls to assess employee performance and service quality.
• Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
• Document call evaluations and maintain accurate records of performance metrics.
• Provide constructive feedback to customer service representatives to enhance communication and service delivery.
• Collaborate with team leaders to develop coaching sessions and training programs.
• Identify trends and patterns in customer interactions to recommend process improvements.
• Ensure compliance with company policies and industry regulations.
• Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
• Generate and analyze quality reports, including call quality scores and customer feedback.
• Present findings and actionable insights to manage...