Customer Service Quality Assurance Specialist I

Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience.

Assigns root cause and identifies systemic quality problems.

Accurately compares measurements between team, vendors and client partners and reports findings from complaints and call monitoring to the client, internal, and vendor teams.

Monitors calls for timeliness of answer, active listening, request/issue identification, correct call hold, professionalism, compliance requirement…