CX Quality

KEY RESPONSIBILITIES:

1. Quality Assurance & Monitoring

• Monitor customer interactions across all channels (calls, email, chat, Viber, social media, and tickets) to ensure compliance with CX standards and service guidelines.

• Conduct regular quality audits, case reviews, and service evaluations using defined QA scorecards.

• Identify service gaps, recurring errors, and deviations from approved processes or scripts.

• Ensure proper handling of escalations, sensitive cases, and customer complaints from a quality perspective.

1. Customer Feedback & Experience Analysis

• Analyze customer feedback from surveys, NPS, CSAT, complaints, and online reviews.

• Identify trends, root causes, and experience pain points across the customer journey.

• Translate customer insights into actionable recommendations for CX operations and leadership.

1. Reporting & Performance Insights ...