Customer Relationship QA Specialist

Roles & Responsibilities
·       To support the manager to create and refine quality standards that align with organizational goals.

·       To implement established quality assurance policies and procedures to ensure consistent service delivery.

·       To regularly monitor and assess agent performance through contact evaluations and provide constructive feedback.

·       To check that all agents meet the necessary qualifications and training standards for their roles and recognize agents who are not meeting performance KPIs and provide targeted support and training.

·       To stay abreast of Quality Improvement Initiatives and take proper action

·       To provide reports on the effectiveness of quality improvement initiatives, progress, and outcomes.

·       To identify serious performance or behavioral issues and escalate them to management for further action.

·       To identify skill gaps among CR customer facing teams in terms of P&S training or soft skills training and recommend training or development programs to manager to address these needs.

·       To analyze external factors that may impact service quality and recommend adjustments to policies or practices.

·       To ensure that agents are well-informed about products and services to provide accurate information to customers with cooperation of trainers.

·       To recommend process improvements to BPI Specialists to facilitate enhancement in service delivery and overall efficiency.

·       To cooperate with training department in developing and refining training programs based on QA findings.

·       To offer ongoing suggestions to agents to help them improve their performance and meet quality standards.

·       To ensure remote agents maintain quality standards through regular evaluations and feedback.

·       To gather and analyze customer feedback to provide insights that can improve service delivery and customer satisfaction.

·       To investigate the underlying causes of performance issues and provide solutions/suggestions to address them.

·       To align quality assurance scores with customer feedback to ensure a comprehensive understanding of service quality.