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 management for strategic decision-making.
Participate in calibration sessions to ...