The Contact Center QA Specialist monitors and evaluates interactions between customer representatives and clients, providing feedback to improve service quality and compliance with company standards.
Responsibilities
•Monitor and evaluate call, email, and text interactions between representatives and customers
•Identify areas of improvement and provide actionable feedback to various departments
•Report on account documentation, adherence to company policies, and compliance
Requirements
•Monitors and evaluates call, email, and text interactions between representatives and customers.
•Identifies areas of improvement and provides actionable feedback to various departments to enhance performance.
•Maintains a high level of service standards.
•Reports on account documentation, adherence to company policies, and compliance.