Responsibilities:
Monitor and evaluate customer interactions, including phone calls, emails, and chats
Analyze data and identify trends related to customer interactions and quality
Develop and implement quality assurance processes and procedures
Conduct regular quality checks to ensure compliance with established standards
Provide feedback and coaching to agents to improve their performance
Work with cross-functional teams to identify and resolve quality issues
Develop and maintain quality metrics and reporting
Participate in process improvement initiatives to improve quality and customer satisfaction
Stay up-to-date on industry trends and best practices related to quality and customer service
Requirements:
Bachelor's degree in Business Administration, Quality Management or a related field
1 year of experience in quality assurance or a related field
Strong analytical and problem-solving skills
Excellent attention to detail and ability to multitask
Strong interpersonal and communication skills
Ability to work independently and as part of a team
Proficiency in Microsoft Office Suite and other relevant software applications