Responsibilities:
- Monitor and assess live chat interactions in real-time to ensure adherence to company standards for quality and accuracy.
- Deliver constructive feedback to live chat agents, pinpointing areas for enhancement and providing comprehensive coaching and training as necessary.
- Conduct comprehensive training and orientations for incoming live chat agents, equipping them with the requisite skills and knowledge to provide top-tier customer service.
- Collaborate closely with team leaders and supervisors to identify emerging trends, patterns, and opportunities for refining live chat interactions and operational processes.
- Perform routine audits to guarantee compliance with company policies and procedures, encompassing data precision, linguistic proficiency, and alignment with customer service protocols.
- Liaise with cross-functional teams including customer service, operations, and IT to recognize and rectify issues or gaps within the live chat workflow.
- Offer recommendations to drive process improvements, actively contributing to the formulation of standard operating procedures tailored for optimizing live chat interactions.
- Remain current with company products, services, and policies to ensure accurate and prompt responses to customer inquiries.
- Maintain comprehensive records of quality evaluations, feedback sessions, and training activities.
Requirements:
- MUST HAVE: Proven track record in Quality Control or Live Chat Customer Support, demonstrating a robust grasp of live chat etiquette and protocols.
- Superior comprehension skills and proficient command of the English language, both written and verbal.
- Swift typing abilities with exceptional accuracy.
- Proficiency in delivering effective training and orientations to new team members.
- Preferred prior experience in quality assurance or quality control.
- Exceptional communication and interpersonal aptitude, capable of delivering feedback and conducting training with finesse.
- Comfortable thriving in a fast-paced environment and adapting swiftly to shifting priorities.
- Meticulous attention to detail, facilitating data analysis for trend identification and pattern recognition.
- Capability to operate both autonomously and synergistically as a valued team contributor.
- Flexibility to accommodate rotating shifts, encompassing weekends and holidays.
Skills:
Your previous accomplishments and current capabilities demonstrate:
- Adeptness in quality control methodologies.
- Proficiency in live chat communication.
- Strong analytical thinking.
- Effective communication and collaboration.
- Adaptable problem-solving in dynamic contexts.
Join our team to elevate the quality of our live chat interactions, ensuring unparalleled customer experiences and contributing to our ongoing process refinement initiatives.
Job Type: Full-time
Salary: Rs35,000.00 - Rs40,000.00 per month
Ability to commute/relocate:
- Lahore: Reliably commute or planning to relocate before starting work (Required)
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