Quality Assurance and Audit Executive

Main responsibilities Reviewing agents conversations across all contact touchpoints to assess service quality and performance while tracking customer support quality Identifying potential or actual risks associated with customer complaints Providing objective assessments of customer calls, ensuring adherence to organization procedures Reporting call errors and ensuring accurate entry of call data, promptly notifying the respective team leader or manager Contributing to call calibration sessions for evaluating overall performance Identifying lapses, potential service failures, or poor call handling Actively engaging in customer listening to identify pain points and expectations Verifying effective communication that addresses all customer or partner concerns Reporting performance of support teams to the team leader and Q&SE Manager Measuring and analyzing customer feedback