Contact Centre, Quality Assurance Specialist at Renmoney

Description

We are looking for a Contact Centre Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating the quality of customer interactions in our contact centre to ensure that service standards are met or exceeded.

Responsibilities

• Monitor and evaluate customer interactions, such as phone calls, emails, and chat messages, to ensure compliance with company policies and service standards.
• Identify areas for improvement in customer service and provide recommendations.
• Create and maintain quality assurance guidelines and documentation.
• Conduct regular audits of contact centre agents and provide coaching and feedback to improve performance.
• Develop and deliver training sessions to contact centre agents to enhance their customer service skills.
• Collaborate with other departments to ensure a consistent and high-quality customer experience across all touchpoints.

Requirements

• Minimum of 2 years of experience in a quality assurance role within a contact centre or customer service environment.
• Bachelor's degree in a relevant field.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to analyze data and identify trends.
• Ability to provide constructive feedback and coach agents to improve performance.
• Proficiency in using contact centre technologies and tools.
• Strong problem-solving and decision-making skills.