الوصف الوظيفي
Conduct quality assurance assessments of customer service interactions to ensure they meet or exceed established standards.
Evaluate customer service representatives’ communication skills, accuracy, empathy, and ability to solve problems.
Develop and maintain a system for tracking and reporting quality assurance findings and trends.
Provide regular feedback to customer service representatives on areas of improvement and development opportunities.
Identify and report on common issues or trends that impact customer satisfaction and recommend solutions.
Collaborate with customer service managers and trainers to develop and implement training programs to improve quality and performance.
Conduct ongoing research and analysis to stay up to date on industry trends and best practices for customer service quality assurance.
Use customer feedback and data to identify areas for improvement in products, processes, and procedures.
Work closely with other departments, such as IT and operations, to ensure that customer service systems and processes are working effectively and efficiently.
Participate in customer service-related projects and initiatives, providing quality assurance expertise and recommendations.
المهارات
Bachelor’s degree in business, communications, or a related field.
At least 2-3 years of experience in customer service, with a focus on quality assurance and evaluation.
Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
Excellent communication skills, both verbal and written, with the ability to provide clear and concise feedback to customer service representatives.
Solid understanding of customer service best practices, including communication, problem-solving, and conflict resolution.
Experience with customer service technology, such as CRM systems, call center software, and quality assurance tools.
Strong attention to detail and the ability to identify areas for improvement in customer service interactions.
Ability to work independently and in a team environment, with a strong focus on collaboration and problem-solving.
Excellent organizational and time management skills, with the ability to manage multiple projects simultaneously.
Comfortable with a fast-paced and dynamic work environment, with the ability to adapt to changing priorities and timelines.
Knowledge of relevant regulatory requirements and industry standards, such as GDPR and PCI DSS.
تفاصيل الوظيفة
منطقة الوظيفة الكويت
قطاع الشركة الخدمات المالية
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
منطقة الإقامة الدول العربية
https://www.bayt.com/ar/kuwait/jobs/customer-service-quality-assurance-4664899/
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