Service Quality Executive - Expression of Interest

This role is responsible for analyzing and auditing our customer service performance standards, and providing training where necessary.

• Provide comprehensive training to Customer service representatives
• Analyse/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the contact centre.
• Provide structured and timely recommendations; verbal and/or written feedback to Project Manager, contact centre leadership and operations.
• Develop and conduct targeted group coaching sessions for customer service representatives that address service quality deficiencies and/or improvement opportunities.
• Collaborate with contact centre leadership and operations to identify and stre...