Senior Customer Support ociate

Key Responsibilities:

Conduct comprehensive evaluations of customer interactions (calls emails chats) to

assess compliance with quality standards and clientspecific requirements.

Analyze data related to quality evaluations to identify trends performance issues and

opportunities for improvement. Prepare reports on quality metrics and key performance

indicators.

Provide constructive feedback and coaching to agents team leaders and supervisors

helping them develop action plans for continuous improvement.

Recommend and implement process enhancements to improve quality and efficiency in

customer interactions. Document and revise processes as needed.

Investigate root causes of performance issues or customer dissatisfaction and work with

teams to resolve them.

Assist in the development of training materials coaching sessions and workshops to

enhance agent performance and understanding of quality standards.

Facilitate call calibration sessions and maintain transparent communication with

stakeholders on quality standards.

Qualifications:

Experience in quality evaluation and process improvement in a BPO environment.

Strong data analysis skills and experience in preparing quality reports.

Ability to provide constructive feedback and work collaboratively with teams.

Remote Work :

No