• Quality Monitoring & Evaluation (40%)
o Assist in the development and upholding of customer service quality standards.
o Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures.
o Score interactions based on established criteria and document findings accurately.
o Identify trends and recurring issues impacting customer satisfaction and operational efficiency.
• Performance Improvement (40%)
o Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.
o Track progress on corrective actions and ensure continuous improvement of customer service representatives.
o Maintain documentation of training activities and quality assessments for all mentees.
o Implement professional coaching methodology to frame individual and group coaching sessions.
o Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role.
• Technology & Reporting (20%)
o Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership.
o Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage.
o Make effective use of data for reporting and to influence broader business and training initiatives.