Customer Service Specialist Job

Key responsibilities:

1. Complete quality monitor evaluation audit assessments as per the established targets.
2. Analyze customer interactions to identify trends and initiate, develop, and recommend process improvements aimed at enhancing productivity and reducing costs.
3. Perform in-depth root cause analysis to understand and address performance trends.
4. Identify opportunities for continuous improvement and corrective action/preventive action (CAPA).
5. Set and uphold high standards of service quality, acting as a subject matter expert (SME) in quality control best practices for CRE, in-house, and contact center teams.
6. Report findings and insights gained from audit evaluations.
7. Participate in calibration sessions to ensure alignment on quality standards.
8. Develop and execute a training needs analysis (TNA) plan, ensuring 100% closure.

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