Join Emdad By Elm as a Quality Specialist!As a Quality Specialist, you will play a crucial role in ensuring the performance quality within our contact center. Your expertise in monitoring and evaluating calls will be instrumental in helping our customer service representatives comply with approved policies, procedures, and standards. This position aims to enhance the quality of service provided to our customers, offering valuable improvement recommendations and contributing to the efficiency of operational processes.
Key Responsibilities:- Conduct regular call monitoring and evaluate employee performance.
- Prepare quality reports and provide constructive feedback to relevant teams.
- Collaborate with operations and training teams to improve customer experience.
- Ensure compliance with organizational standards and quality policies.
- Utilize call recording systems to analyze data and identify improvement opportunities.
Qualifications:- Bachelor’s degree in Business Administration, Quality Management, or a related field.
- 2 to 4 years of practical experience in contact centers or quality monitoring.
- Solid knowledge of contact center systems and applications such as CRM and call recording tools.
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