Service Quality Executive - Expression of Interest

Job Title Service Quality Executive - Expression of Interest Job Description Summary This role is responsible for analyzing and auditing our customer service performance standards, and providing training where necessary. Job Description About the Role: Provide comprehensive training to Customer service representatives Analyse/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the contact centre. Provide structured and timely recommendations; verbal and/or written feedback to Project Manager, contact centre leadership and operations. Develop and conduct targeted group coaching sessions for customer service representatives that address service quality deficiencies and/or improvement opportunities. Collaborate with contact centre leadership and operations to identify and streamline processes and implement process standards that enhance service delivery and the customer ...