- Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls.
- Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies.
- Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices.
- Monitor the quality of interactions handled by Customer Support, Customer Care Teams.
- Identify performance gaps, recurring issues, and opportunities for process improvement.
- Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management.
- Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results.
- Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards.
- Prepare quality scorecards, performance reports, and trend analyses.
- Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.
CoachingQuality AssuranceCRM