Department
Job Description
Team Management: Lead, mentor, and supervise a team of quality analysts. Conduct regular team meetings to discuss performance, updates, and strategies. Develop and implement quality assurance procedures and policies. Quality Monitoring: Oversee the monitoring of inbound calls, emails, and chat interactions. Ensure adherence to quality standards and compliance guidelines. Conduct regular audits and provide detailed feedback to agents. Performance Analysis: Analyse performance metrics and identify trends. Prepare and present quality reports to management. Recommend corrective actions and improvement strategies based on data analysis. Training and Development: Design and deliver training programs for quality analysts and customer service agents. Provide coaching and support to enhance team skills and knowledge. Ensure continuous improvement through regular training sessions. Process Improvement: Identify areas for process improvement within the inbound customer service operations. Collaborate with operations and other departments to implement changes. Track the effectiveness of process changes and adjust as necessary. Customer Satisfaction: Ensure that customer interactions meet the highest standards of quality. Work to improve customer satisfaction scores and overall service quality. Handle escalations and resolve complex customer issues. Compliance and Reporting: Ensure compliance with all relevant regulations and standards. Maintain accurate records of quality assurance activities. Generate reports for internal and external stakeholders.
Industry Type
Education
Specialisms
Level