Bayt.com
https://bayt.page.link/W3apuHwfAUgkqHm8A
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Job Description

Key Responsibilities
  • Quality Assurance:
    • Monitor and evaluate customer support interactions across various channels (email, phone, chat).
    • Identify trends, strengths, and areas for improvement in service quality.
    • Provide b feedback and actionable recommendations to support agents.
  • Training & Development:
    • Design and deliver onboarding and continuous training programs for the customer support team.
    • Update training materials to reflect changes in company policies, services, and tools.
    • Conduct regular skill-building sessions and workshops.
  • SOP Management:
    • Ensure all Standard Operating Procedures (SOPs) are up-to-date and accurately reflect current processes.
    • Collaborate with team leaders to identify gaps or areas needing revision in existing SOPs.
    • Communicate updates and ensure the team is trained on any changes to SOPs.
  • Performance Tracking:
    • Develop and maintain QA scorecards and performance metrics.
    • Collaborate with team leaders to set and track KPIs for the support team.
  • Process Improvement:
    • Identify gaps in processes and recommend improvements to enhance the customer experience.
    • Stay updated on industry best practices and incorporate them into training, QA practices, and SOPs.
  • Reporting:
    • Prepare detailed reports on QA results, training outcomes, and SOP compliance.
    • Present findings and recommendations to management.
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