Responsibilities
- Monitor and evaluate phone calls for quality assurance
- Provide feedback and coaching to customer service representatives
- Identify trends and propose solutions for improvement
- Maintain documentation of evaluations and outcomes
Qualifications
- Excellent communication skills
- Attention to detail
- Analytical and critical thinking skills
- Knowledge of customer service best practices
Skills
- Call monitoring software
- Quality assurance techniques
- Data analysis
- Feedback and coaching skills