Call Quality Specialist

Job Description

Key Responsibilities Call Monitoring & Evaluation : Listen to recorded or live customer care calls to assess adherence to company standards. Evaluate calls based on predefined criteria focusing on etiquette, manners, understanding, and patience. Identify areas for improvement and provide actionable feedback to team members. Feedback & Coaching : Deliver constructive feedback to customer care representatives to foster continuous improvement. Collaborate with team leads to develop coaching plans addressing performance gaps. Reporting & Analysis : Maintain detailed records of evaluations and feedback provided. Prepare and present reports on call quality metrics to management. Analyze trends to identify recurring issues and recommend solutions. Training & Development : Assist in the development of training materials based on common issues identified during call evaluations. Participate in training sessions to enhance team skills and knowledge. Compliance & Standards Adherence : Ensure all customer interactions comply with company policies and industry regulations. Stay updated on best practices and quality standards in customer care. Qualifications Education : Bachelor's degree or equivalent experience in a relevant field. Experience : Minimum of 2 years in a call center or customer service quality assurance role. Skills : Strong analytical and observational skills. Excellent verbal and written communication abilities. Proficiency in using call monitoring software and CRM systems. Ability to provide constructive feedback in a positive and encouraging manner.