Quality and Customer Experience Manager
4 days ago
We're committed to delivering world-class customer service, ensuring top-tier experience through quality assurance efforts. This role plays a critical part in driving service excellence, continuous improvement, and customer-centric approach.
The ideal candidate will conduct quality inspections, analyze service defects, provide coaching & development, and optimize quality monitoring systems.
- Ensure Service Excellence – Conduct quality inspections, identify gaps in execution, process adherence, and product rules.
- Drive Continuous Improvement – Analyze service defects, identify root causes, and implement corrective actions.
- Coaching & Development – Provide insights for training and coaching to uplift service standards and meet quality targets.
- Data-Driven Decision Making – Conduct daily, weekly, and monthly quality analysis, generating actionable reports for improvement.
- Customer-Centric Approach – Analyze customer feedback, call recordings, and case reviews to bridge service gaps and enhance the customer journey.
- Optimize Quality Monitoring Systems – Identify key service cases, categorize findings, and refine evaluation frameworks for better quality control.
We're seeking a highly skilled professional with a bachelor's degree or above, 2+ years of experience in customer service quality management, strong English communication skills, and proficiency in data analysis, quality inspection tools, and reporting.
Responsibilities- Conduct quality inspections and analyze service defects
- Provide coaching & development to improve service standards
- Conduct data-driven decision making and optimize quality monitoring systems
- Analyze customer feedback and call recordings to bridge service gaps
- Identify key service cases and refine evaluation frameworks
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