- Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- Serve as an intermediary for escalations from agents and customers.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
- Establish and refine internal standards for support and call center quality assurance.
- Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
- Provide agents with constructive feedback and guidance during regular meetings.
- Engage in dialogue with agents to elaborate on and clarify feedback.
- Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
Proven work experience as a Quality Assurance Specialist or similar roleWorking knowledge of tools, methods and concepts of quality assuranceGood communication skills, both verbal and writtenExcellent data collection and analysis skillsStrong attention to detail