Enhance the customer journey as a Specialist in Quality & Voice of Customer. This role involves leveraging AI and analytics to elevate quality standards and improve customer interactions.
You will collaborate with internal teams and external partners to monitor and enhance customer experience metrics. This position requires 3-5 years of experience in a call center setting and a strong analytical mindset to drive operational improvements. Your ability to influence stakeholders and maintain quality score accuracy will play a key role in achieving our customer satisfaction goals.
Key Responsibilities:
• Implement automation strategies to optimize quality assurance
• Utilize analytics to derive insights and trends
• Collaborate on performance improvement initiatives
• Maintain quality accuracy through regular audits
• Present reports on quality metrics and improvement plans
Requirements:
• 3-5 years in a call center environment
• Strong analytical and organiza...