Sr. Officer - Officer - Customer Experience

Role & responsibilities

Key responsibilities of a call Center Quality Auditor:

• Call Monitoring:

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.

• Performance Evaluation:

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.

• Feedback and Coaching:

Provide detailed feedback to agents, highlighting areas of strength and areas for improvement, through individual coaching sessions or team training programs.

• Trend Analysis:

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.

• Quality Standard Development:

Contribute to the development and maintenance of quality standards and performance metrics aligned with company goals and customer expectations.

• Calibration Sessions:

Participate in regular call calibration sessions with other quality auditors to ensure consistent evaluation criteria and standards are applied across the team.

• Reporting and Data Analysis:

Generate reports on call quality metrics, identify areas for improvement, and present findings to

management to inform decision-making.

• Compliance Monitoring:

Ensure agents are adhering to regulatory requirements and company policies regarding customer interactions.

Applicants should possess the following attributes:

• Strong Listening Skills:

Ability to actively listen to customer interactions and accurately assess agent performance

based on conversation details.

• Analytical Skills:

Analyze data and identify patterns to pinpoint areas for improvement and develop targeted

training solutions.

• Communication Skills:

Effectively communicate feedback to agents, both verbally and in written form, with

constructive criticism and clear expectations.

• Customer Service Knowledge:

Understanding of customer service best practices and the ability to identify areas where

customer experience can be enhanced.

• Technical Proficiency:

Familiarity with call recording systems, quality monitoring software, and CRM platforms