Assist in the development and upholding of customer service quality standards
Review and assess customer interactions (calls, chats, emails) for adherence to quality standards
Score interactions based on established criteria and document findings accurately
Identify trends and recurring issues impacting customer satisfaction and operational efficiency
Collaborate with managers, supervisors, and key stakeholders to create strategies for improving
Track progress on corrective actions and ensure continuous improvement of customer service

🎯 Requirements

3+ years in a fast paced and growing customer service quality assurance or training role
Experience in call center or customer support environment preferred
Proficiency in MS Office and quality monitoring tools
Bachelor's degree in business, Communications, or related field (or equivalent experience)
Strong analytical and problem-solving skills
Excellent communication and presentation abilities

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