Quality Analyst-Customer Support

Job description

Responsibilities:

Quality Monitoring & Evaluation:

 Regularly assess customer support interactions (calls, emails,
chats, etc.) to ensure adherence to company guidelines, best
practices, and customer service standards. 

 Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. 

 Provide constructive feedback to agents to help improve their
performance and skill set.

  Ensure compliance with all company policies, procedures, and
service level agreements (SLAs) for customer interactions. 

 Regularly audit customer support procedures and documentation
to ensure consistency and quality.

Reporting & Analysis:

 Prepare and maintain detailed report...