Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance across the department. Develop and implement new
quality assurance checks and standards for current and new processes. Monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence … to company policies, procedures, and service standards. Identify trends, patterns, and areas for improvement through analysis of customer service data and
quality assurance metrics. Collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives. Document
quality assurance findings, recommendations, and actions taken to ensure accountability … and transparency. Stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve
quality assurance processes and methodologies. Support development of B2B Growth Plans. Any additional ad-hoc tasks as requested by manager or head of department. About You Knowledge Required: Understanding of energy industry (desirable
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