Quality Monitoring Associate (Customer Success) Fresher Job

We are seeking an experienced 'Quality Monitoring Associate' to manage client escalations and resolve issues tied to poor service delivery. This role focuses on addressing and mitigating negative reviews on platforms such as Google and LinkedIn, improving the company's online reputation by engaging clients, understanding their concerns, and effectively addressing service-related issues.

Key Responsibilities:

1. Client engagement: Reach out to clients who've posted negative reviews (Google, LinkedIn) to understand their issues and work towards a resolution.
2. Review management: Negotiate with clients to remove or modify negative reviews based on the resolution of their complaints.
3. Quality assurance: Monitor service delivery trends, collaborating with internal teams to identify and address recurring issues.
4. Escalation resolution: Manage escalations efficiently, ensuring swift and effective resolution to prevent client dissatisfaction.
5. Documentation & reporting: Maintain accurate records of client interactions, review statuses, and report on outcomes to measure progress and success.
6. Client satisfaction: Ensure clients are satisfied by listening actively, addressing concerns promptly, and following up on issue resolution.

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