Description:
Tronics Digital is looking for a Customer Scucess Executive to join our growing team!
1. Call Quality Monitoring
- Listen to all incoming and outgoing calls.
- Evaluate communication tone, accuracy, empathy, and professionalism.
- Check adherence to scripts, compliance, and process guidelines.
- Tag calls as Good / Needs Improvement / Escalation.
- Maintain a call log with feedback notes for each agent.
2. Email & Chat Quality Control
- Review all customer emails, chats, and tickets.
- Check for correct grammar, clarity, empathy, and resolution accuracy.
- Ensure SLAs (response time, resolution time) are being met.
- Highlight recurring mistakes and provide corrective suggestions.
3. Issue Escalation & Follow-up
- Identify unresolved or mishandled cases.
- Escalate critical issues to senior support, product, or operations teams.
- Track escalated cases until closure.
- Provide feedback to the team on handling similar cases better in the future.
4. Reporting & Documentation
- Maintain daily/weekly QA scorecards for calls, emails, and chats.
- Record common customer complaints and recurring agent errors.
- Share structured reports with management for process improvements.
- Document escalation reasons and outcomes for future learning.
5. Team Feedback & Coaching
- Conduct regular QA review meetings with team members.
- Share call/email reviews and suggest improvements.
- Provide training on communication, tone, product knowledge, and empathy.
- Recognize high-performing team members and flag areas for coaching.
6. Process Adherence & Compliance
- Ensure policies (refunds, replacements, SLAs, compliance guidelines) are being followed.
- Monitor for any miscommunication, false promises, or policy breaches.
- Work with leadership to refine SOPs based on QA findings.
7. Customer Experience Insights
- Identify patterns in customer dissatisfaction (e.g., delays, product issues).
- Provide actionable feedback to product/operations teams.
- Suggest improvements to scripts, templates, and processes.