Call Quality Analyst

Daily Responsibilities -

• Monitor and evaluate customer interactions (emails, calls, chats) to assess the quality of service provided by CRM representatives.
• Identify areas of improvement in customer interactions, adherence to processes, and data accuracy.
• Provide constructive feedback to CRM representatives based on evaluation results.
• Collaborate with CRM team leaders and managers to implement action plans for improvement.
• Work with cross-functional teams to identify and recommend process improvements to enhance the overall customer experience.

Skills Needed -

• Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
• Proven experience in quality assurance and quality control, preferably in a CRM or customer service environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Detail-oriented with the ability to multitask effectively.
• Knowledge of the publishing industry is a plus.