Quality of Service Specialist
Core
Evaluate customer care representatives' ticket handling through systematic review of interactions, communication quality, and adherence to service standards.
Role type
Quality Assurance Specialist (Customer Support)
Builds
Audit documentation and refined QA criteria, scorecards, and methodologies
Domain
Financial services / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Audit analysis, trend identification, constructive feedback delivery, MS Office proficiency, time management
Preferred skills
Analytical thinking, ownership, independent work setup
Responsibilities
Evaluate customer care representatives' ticket handling, Identify trends and recurring issues in customer service delivery, Provide constructive feedback to representatives and managers, Maintain audit documentation and contribute to QA criteria development