Job Description

Job Description

Overview

The Quality Coach plays a pivotal role in upholding and enhancing the quality standards of service delivery in a round-the-clock Customer Service Call Centre environment. This position is responsible for evaluating data entry accuracy and customer interactions across calls, emails, and chats, and for providing constructive feedback and coaching to the Customer Care (CC) agents. The ideal candidate will have a keen eye for detail, excellent communication skills, and a passion for driving continuous improvement in customer experience.

Ensuring Service Excellence through Continuous Quality Monitoring and Coaching


Responsibilities

  • Quality Audits for Customer Interactions: Listen to, review, and assess inbound and outbound customer calls, email correspondences, and chat interactions for adherence to established quality guidelines, compliance, and process accuracy.
  • Quality Audits for...

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