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Job Description
- Regularly review and assess inbound and outbound call interactions to evaluate adherence to company standards, policies, and procedures.
- Analyze call recordings and customer interactions to measure effectiveness, identify trends, and ensure high-quality service delivery
- Offer constructive feedback to call center agents, helping them improve their performance and meet quality benchmarks.
- Prepare detailed reports on quality metrics, performance trends, and areas for improvement to share with management.
- Assist in the development and delivery of training programs based on identified performance gaps and emerging best practices.
- Collaborate with management to develop and implement strategies for continuous improvement in service quality and customer satisfaction.
Job Requirements
- Banking experience is preferred
