Objective

The Quality Assurance Advisor plays a key role in maintaining and improving customer service quality. The aim is to identify, rectify and prevent issues in service processes, ensuring customer satisfaction and continuous service improvement.

Description

Ensures customer service quality by identifying and solving process issues.

Sample Questions

• How to identify service quality issues?
• What's the best method for process improvement?
• How to ensure adherence to quality standards?
• How to drive continuous service quality improvement?

Key Functions

1. Monitor and analyze customer service interactions. 2. Identify areas for improvement and suggest solutions. 3. Implement quality assurance standards and processes. 4. Conduct audits and assess service quality. 5. Provide feedback and training to customer service team. 6. Track and report on quality assurance metrics. 7. Collaborate with managers to implement changes and improvements.

Required Skills

Understanding of quality assurance principles, customer service experience, data analysis, process improvement, problem-solving, knowledge of QA tools and methods, familiarity with customer service software, reporting skills, attention to detail, knowledge of relevant regulations and standards, training and coaching skills.