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Job Description
- listen to calls made by call center agents to assess the quality of their interactions with customers. They check for compliance with established call scripts, the use of appropriate language, and adherence to call center policies and procedures.
- Evaluate the performance of call center agents based on predetermined metrics such as call handling time, call resolution rate, customer satisfaction scores, and other key performance indicators.
- provide feedback to call center agents on their performance, identifying areas for improvement and providing guidance on how to improve their skills and performance.
- Develop training programs and materials to help call center agents improve their performance and skills.
- Analyze call center data to identify trends, patterns, and areas for improvement in the quality of customer service provided by call center agents.
- Ensure that call center agents are complying with relevant regulations, policies, and procedures, and take corrective action when necessary.
- Collaborate with other departments, such as training and operations, to ensure that call center agents are adequately trained and supported to provide high-quality customer service.
Job Requirements
-Strong communication skills
-Customer service experience
-Sales skills
-Attention to details
-Problem-solving skills
-Multitasking
