Description

Own quality assurance for the Veho Delivery Command Center customer care project, auditing support interactions and driving process improvements.

This role is on-site.

Responsibilities

• Monitor and audit customer support interactions across chat, email, and voice channels.
• Evaluate agent performance against defined quality standards and compliance guidelines.
• Identify process gaps and provide constructive feedback to operations teams.
• Prepare QA reports and track improvement metrics using data analysis.
• Collaborate with stakeholders to enhance overall customer experience.

Required Skills

• 5+ years of experience in QA for Customer Care, Chat Support, or BPO processes.
• Proficiency in Quality Auditing and Monitoring customer service interactions.
• Strong analytical thinking and problem-solving abilities.
• Experience with process compliance, documentation, and reporting.
• Excellent written and verbal communication skills for feedback sessions.
• Proficiency in MS Excel and MS Office for data analysis and report preparation.
• Ability to multitask and manage time effectively in a high-volume environment.

Preferred Skills

• Experience in customer service environments with a focus on conflict resolution.
• Strong team collaboration and stakeholder management capabilities.

Key Skills

Education

Not specified