Customer Service Quality Assurance (QA)

Responsibilities and qualifications for the role :

Responsibilities

• Monitor, evaluate, and audit customer service interactions across the platform to ensure compliance with company policies and meet quality standards for the subscription processes.
• Review customer feedback and support to improve agents\' NPS and KPI; propose improvement plan to enhance customer experience (CX).
• Review scripts and workflows to identify challenges for customer service agents and propose improvements.
• Review QA reports, highlight trends, issues, and performance gaps; propose improvement plans.
• Support and review training materials and methods; assist coaching as needed.

Qualifications

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