Service Quality Senior Associate

The Function Purpose: Monitor and enhance the customer experience through the evaluation of service standards, address concerns, identify service gaps, and ensure continuous improvement. Main Responsibilities: • Evaluate calls, chats, and secure messages to ensure compliance with service standards, regulatory requirements, and internal policies. • Conduct regular calibration sessions with supervisors to align quality standards. • Implement coaching sessions triggered by Service Quality results. • Perform root cause analysis on dissatisfied feedback and manage “Close-the-Loop” actions. • Monitor Contact Center SLA compliance and recommend corrective actions. • Track CRM leads to ensure proper entry and follow-up on opportunities created by the Contact Center team. • Analyze contact reasons, identify trends, and propose migration or self-service solutions (e.g., instructional videos, guides). Background Bachelor’s degree (1-3) years of relevant experience Show more Show less