About the role
Key Responsibilities:Audit Customer Interactions:- Review and evaluate customer emails, chats, and social media interactions and resolutionprovided.- Ensure compliance with company policies, procedures, and quality standards.Analyze Data:- Identify trends, patterns, and areas for improvement in customer interactions.- Provide detailed reports and feedback to management, L&D, and customer service teams.
Provide Insights:- Recommend actionable improvements to enhance the customer experience.- Collaborate with training and quality teams to develop and implement improvement initiatives.Quality Assurance:- Develop and update auditing criteria and checklists.- Conduct regular audits to ensure consistency and quality in customer experience at store leveland CX interactions.Compliance:- Ensure adherence to industry regulations and company policies.- Keep updated with best practices and industry standards.- Monitor retail operations continuously to ensure adherence to compliance standards.Follow-Up Audits:- Perform follow-up audits to ensure that corrective actions have been implemented effectively.Design evaluation programs:- Depending on your company’s objectives, a quality management and development team may beresponsible for picking the most effective performance metric for your business to analyze.Technological responsibilities:- Identifying and implementing tools targeted towards improving internal processes within yourbusiness, quality of customer experience etc.
Qualifications:Education:- Bachelor’s degree in Business Administration, Communications, or a related field.Experience:- Minimum of 3-5 years experience in a customer service or quality assurance role.- Experience with customer service auditing or quality assurance preferred.Skills:- Strong analytical and problem-solving skills.- Excellent verbal and written communication skills.- Proficient in using customer service software and auditing tools. (FC, FD, Knowlarity, Shopify isan advantage)- Ability to handle sensitive and confidential information.- Strong attention to detail and organizational skills.