32 BOBCARD Ltd. Jobs
Sr. Officer - Officer - Customer Experience
BOBCARD Ltd.
posted 16d ago
Flexible timing
Key skills for the job
Role & responsibilities
Key responsibilities of a call Center Quality Auditor:
Regularly listen to recorded customer calls to assess agent performance against established
quality standards, including communication skills, product knowledge, issue resolution, and compliance with company policies.
Use standardized scoring systems to evaluate agent performance based on key metrics like customer satisfaction, sales conversion rates, adherence to scripting, and handling of difficult situations.
Provide detailed feedback to agents, highlighting areas of strength and areas for improvement, through individual coaching sessions or team training programs.
Analyze call data to identify patterns and trends in agent performance, including common customer issues, areas where training may be needed, and potential systemic problems.
Contribute to the development and maintenance of quality standards and performance metrics aligned with company goals and customer expectations.
Participate in regular call calibration sessions with other quality auditors to ensure consistent evaluation criteria and standards are applied across the team.
Generate reports on call quality metrics, identify areas for improvement, and present findings to
management to inform decision-making.
Ensure agents are adhering to regulatory requirements and company policies regarding customer interactions.
Applicants should possess the following attributes:
Ability to actively listen to customer interactions and accurately assess agent performance
based on conversation details.
Analyze data and identify patterns to pinpoint areas for improvement and develop targeted
training solutions.
Effectively communicate feedback to agents, both verbally and in written form, with
constructive criticism and clear expectations.
Understanding of customer service best practices and the ability to identify areas where
customer experience can be enhanced.
Familiarity with call recording systems, quality monitoring software, and CRM platforms
Employment Type: Full Time, Permanent
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