Job Description
Responsible for ensuring service excellence and consistency across customer touchpoints by monitoring, evaluating, and improving the quality of customer interactions handled by agents and chatbot systems. The role aims to enhance overall customer satisfaction, reduce errors, and ensure compliance with company policies and regulatory standards.
Key Responsibilities
Customer Service:
Monitor and evaluate agent interactions (calls, chats, emails, etc.) based on quality standards and scoring rubrics.
Provide detailed feedback and coaching recommendations to improve agent performance.
Identify communication, process, or knowledge gaps that affect service quality.
Support calibration sessions with team leaders to align evaluation standards.
Collaborate with the training and operations teams to improve scripts, FAQs, and process documentation.
Track QA scores, report findings, and analyze trends to recommend action plans.
Chatbot QA
Regularly review and test chatbot conversation flows for accuracy, issue tagging and logic.
Identify incorrect, irrelevant, or outdated bot responses and report for correction.
Monitor customer feedback and bot to suggest optimizations
