Quality Service Specialist

Overview

We are seeking a Quality Service Specialist to join our Customer Service team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure the highest standards of service are consistently delivered.

Responsibilities

• Evaluate customer service calls, chats, and emails based on quality standards and KPIs.
• Provide detailed feedback and coaching to agents to enhance performance and customer satisfaction.
• Identify training needs and recommend process improvements to improve service delivery.
• Prepare regular quality reports and trend analyses for management.
• Collaborate with Team Leaders and Training departments to ensure alignment with business goals.
• Maintain quality documentation, procedures, and audit trails.

Qualifications

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