Your role at Exness:
The Quality Assurance Specialist is responsible for assuring the quality of all client-facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of DSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes , making recommendations for improvement and developing improvement action plans.
You will:
Responsible for monitoring the transactions of our client-facing commercial employees through their call conversations with clients
Provide coaching and feedback sessions on a weekly/bi-weekly/monthly intervals for our Commercial employees
Conduct Audit-the-auditor for the monitorings done by Team Leaders for Customer Support and provide feedback on how to improve
Conduct monitoring for the Chatbot to ensure the veracity of the details provided
Provide insights on what ...