
Service Excellence Manager
1 week ago
We are seeking an experienced Quality Assurance Specialist to oversee and drive quality across service desk operations. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and the ability to provide constructive feedback.
The successful applicant will be responsible for monitoring customer interactions, agent performance, and data to ensure adherence to quality standards. This will involve reviewing customer feedback, analyzing data trends, and identifying areas for process improvements.
In addition to these responsibilities, the Quality Assurance Specialist will also be tasked with developing training materials, facilitating calibration sessions, and preparing reports on agent performance and quality metrics.
Requirements:- Language Proficiency: Strong command of spoken and written English for instructions, advisory, and training.
- Excellent analytical skills to interpret data and trends.
- Attention to detail with the ability to spot gaps and inconsistencies.
- Proven problem-solving and root cause analysis abilities.
- Knowledge of service desk operations, KPIs, and customer service best practices.
- Experience in QA processes (call monitoring, performance management, feedback delivery).
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