کارشناس تضمین کیفیت ارتباط با مشتریان | Customer Relationship QA Specialist

نقش ها و مسئولیت ها
• پشتیبانی از مدیر برای ایجاد و پالایش استانداردهای کیفیت که با اهداف سازمانی هماهنگ است.
• اجرای سیاست ها و رویه های تضمین کیفیت تعیین شده برای اطمینان از ارائه خدمات مداوم.
• به طور منظم نظارت و ارزیابی عملکرد نمایندگی از طریق ارزیابی تماس و ارائه بازخورد سازنده. پشتیبانی و آموزش.
• ماندن از ابتکارات بهبود کیفیت و اقدام مناسب
• ارائه گزارش هایی در مورد اثربخشی ابتکارات بهبود کیفیت ، پیشرفت و نتایج. تجزیه و تحلیل عوامل خارجی که ممکن است بر کیفیت خدمات تأثیر بگذارد و تعدیل سیاست ها یا شیوه ها را توصیه کند. به نمایندگان برای کمک به آنها در بهبود عملکرد خود و رعایت استانداردهای کیفیت.
• اطمینان از اینکه نمایندگان از راه دور استانداردهای کیفیت را از طریق ارزیابی های منظم و بازخورد حفظ می کنند.
• جمع آوری و تجزیه و تحلیل بازخورد مشتری برای ارائه بینش هایی که می تواند ارائه خدمات و رضایت مشتری را بهبود بخشد.

• To support the manager in creating and refining quality standards that align with organizational goals.
• To implement established quality assurance policies and procedures to ensure consistent service delivery.
• To regularly monitor and assess agent performance through contact evaluations and provide constructive feedback.
• To check that all agents meet the necessary qualifications and training standards for their roles and recognize agents who are not meeting performance KPIs, and provide targeted support and training.
• To stay abreast of quality Improvement Initiatives and take proper action
• To provide reports on the effectiveness of quality improvement initiatives, progress, and outcomes.
• To identify serious performance or behavioral issues and escalate them to management for further action.
• To identify skill gaps among CR customer-facing teams in terms of P&S training or soft skills training and recommend training or development programs to managers to address these needs.
• To analyze external factors that may impact service quality and recommend adjustments to policies or practices.
• To ensure that agents are well-informed about products and services, to provide accurate information to customers with the cooperation of trainers.
• To recommend process improvements to BPI Specialists to facilitate enhancement in service delivery and overall efficiency.
• To cooperate with the training department in developing and refining training programs based on QA findings.
• To offer ongoing suggestions to agents to help them improve their performance and meet quality standards.
• To ensure remote agents maintain quality standards through regular evaluations and feedback.
• To gather and analyze customer feedback to provide insights that can improve service delivery and customer satisfaction.
• To investigate the underlying causes of performance issues and provide solutions/suggestions to address them.
• To align quality assurance scores with customer feedback to ensure a comprehensive understanding of service quality.