Evaluate customer interactions across regions, ensuring quality standards, identifying root causes for gaps, and driving continuous improvement in customer satisfaction and operational efficiency.
Requirements
Bachelor's degree
Proven experience in quality assurance in a customer service environment
Good command of English
Responsibilities
Analyze customer service performance against quality standards
Identify areas of improvement and provide agent feedback
Track and analyze KPIs (response time, resolution, CSAT)
Conduct root cause analysis of service issues
Collaborate with training teams to update materials
