Quality Assurance Expert
hace 5 días
Responsibilities:
- Quality Monitoring & Assurance: Develop and implement quality assurance frameworks to monitor and evaluate customer interactions. Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.
- Corporate Education & Training: Design and execute comprehensive training programs for new hires and ongoing skill development. Maintain up-to-date training materials and align them with corporate goals and client needs.
- Service Process Improvement: Analyze customer service workflows and identify inefficiencies. Recommend and implement improvements to streamline operations and enhance the customer experience.
What We're Looking For:
- Experience: Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role. Background in the insurance or financial services industry is a plus.
- Skills & Knowledge: Strong knowledge of quality assurance methodologies and service improvement strategies. Proven ability to design and deliver effective training programs.
- Personal Attributes: Exceptional communication and coaching skills. Detail-oriented with excellent organizational abilities.
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