- Monitor and Evaluate Call Quality: Review and assess inbound and outbound calls, and chat logs, ensuring adherence to established call protocols, communication techniques, and company policies. Identify sales opportunities and areas for improvement in both customer service and sales conversion.
- Coaching and Development: Develop and deliver targeted training to call center agents on customer service skills, sales techniques, and product knowledge. Provide one-on-one coaching and feedback to help agents enhance their performance and achieve sales goals.
- Process Improvement: Collaborate with other departments to identify and implement improvements to the call center process, optimizing workflows and ensuring a seamless customer experience.
- Data Analysis and Reporting: Measure performance using key metrics like call abandonment, call waiting, customer satisfaction scores, and sales conversion rates. Analyze data to identify trends and provide insights into performance drivers, impacting sales and customer experience.
- Team Management: Support the call center team by answering questions, offering guidance, and anticipating escalation situations. Devise strategies to keep staff motivated and ensure adherence to established procedures.
- Recruitment and Onboarding: Participate in hiring new call center agents, ensuring a smooth and successful onboarding process.
- Reporting and Communication: Present findings and recommendations to management and stakeholders. Prepare monthly and annual reports summarizing call center performance and highlighting opportunities for improvement.
Minimum of 2 years of experience in a call center quality assurance role.Proven experience in coaching and developing call center agents.Strong understanding of customer service best practices and sales methodologies.Excellent analytical and problem-solving skills.Effective communication and interpersonal skills, with the ability to provide constructive feedback and motivate others.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with call center software (e.g., call recording and evaluation platforms) is a plus.A passion for customer service and a dedication to continuous improvement.