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Job TitleService Quality ExecutiveJob Description SummaryThis role is responsible for analyzing and auditing our customer service performance standards, and providing training where necessary.Job DescriptionAbout the Role:Provide comprehensive training to Customer service representativesAnalyse/audit service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the contact centre.Provide structured and timely recommendations; verbal and/or written feedback to Project Manager, contact centre leadership and operations.Develop and conduct targeted group coaching sessions for customer service repr
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