Quality Assurance Manager - CRM

Long Description

Job Overview:

The Quality Assurance (QA) Manager is responsible for ensuring that customer interactions meet the highest quality standards across all communication channels. This role involves monitoring customer calls and emails, providing feedback, and implementing course corrections to improve service delivery. The QA Manager will work closely with internal teams to standardize communication practices and identify areas for continuous improvement, ultimately enhancing the overall customer experience.

Long Description Cont'd

Key Responsibilities:

Barge Random Calls:

• Monitor and review random customer service calls to assess quality, adherence to scripts, and customer satisfaction.
• Identify areas where service agents can improve their communication, tone, and problem-solving abilities.

Validate Random Emails:

• Evaluate random customer emails to ensure proper handling of queries, professionalism, and timely responses.
• Validate the accuracy of information shared and ensure it aligns with internal guidelines.

Long Description Cont'd

Course Corrections:

• Provide real-time feedback to service agents based on call and email reviews.
• Implement corrective actions, such as training or coaching, to address areas where improvement is needed.

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Internal Feedbacks:

• Collect and compile feedback from internal teams on customer service interactions.
• Collaborate with team leaders to ensure feedback is integrated into performance assessments and training modules.