Ensures the delivery of high-quality services, adhering to established standards and client expectations, while also contributing to process improvement and customer satisfaction. This involves monitoring employee performance, conducting audits, providing feedback, and identifying areas for improvement.

Job Purpose

Ensures the delivery of high-quality services, adhering to established standards and client expectations, while also contributing to process improvement and customer satisfaction. This involves monitoring employee performance, conducting audits, providing feedback, and identifying areas for improvement.

Duties

• Evaluating calls, chats, emails, or other customer interactions to assess quality against established standards
• Examining metrics like customer satisfaction, first call resolution, and other relevant KPIs toidentifytrends and areas for improvement
• Providing constructive and actionablefeedback tosupport...