Call Monitoring Specialist

Description:

Role description

● Monitor calls taken and emails sent by the customer service agents to the clients.

● Evaluate customer support interactions based on established performance metrics and quality standards.

● Provide timely and constructive feedback to customer support agents based on evaluation results.

● Collaborate with the training team to identify training needs based on evaluation results.

● Maintain detailed records of evaluation scores and performance trends.

● Prepare regular reports for management, identifying patterns and recommending process improvements.

● Monitor customer satisfaction ratings and feedback related to customer support interactions.

● Ensure that agents are complying with company policies, industry regulations, and ethical standards in their interactions with customers.

● Continuously seek opportunities to optimize customer support processes and procedures.

● Propose and implement improvements that positively impact customer satisfaction and operational efficiency.

Job requirements

● Proven experience in quality assurance and customer support.

● Strong analytical and problem-solving abilities to evaluate customer interactions objectively and identify areas for improvement.

● Excellent written and verbal communication skills to deliver feedback effectively and collaborate with cross-functional teams.

● Meticulous and thorough when reviewing call recordings and emails to ensure accuracy and consistency.

● Understand and empathize with both customers and support agents, providing feedback and coaching with sensitivity and professionalism.

Why Transpotech, Sunny's Worldwide Chauffeured services?

● Proudly serving the USA top chauffeured transportation services for almost 3 decades. We believe in providing our employees a healthy work culture to work in and a platform where they can grow.