Our Client is a financial institution that provides a range of financial services. These include providing financial advice and various additional services related to managing finances.
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.
