Customer Service Quality Assurance Mumzworld FZ-LLC

• Quality Monitoring: Reviewing and assessing customer service interactions (calls, chats, emails) for compliance

with company standards and procedures.

• Performance Evaluation: Analyzing the performance of Customer Service Executives and provide constructive

feedback.

• Knowledge Base Management: Maintaining and updating the customer service knowledge base by creating, curating, and sharing articles that help employees provide accurate and efficient service.
• Knowledge Testing: Developing and administering knowledge tests for employees to ensure understanding and retention of key information, policies, and procedures.
• Reporting: Preparing and presenting regular quality reports, identifying trends, strengths, and areas for improvement. Identify Contact Drivers and propose mechanisms to reduce customer and employee efforts.
• Training Support: Assisting in the development and delivery of training programs based on quality assessment findings.
• Collaboration: Working closely with the Customer Service team and cross-functions to ensure alignment on quality standards and best practices.
• Feedback Loop Creation: Creating a structured feedback loop between customer service representatives and other departments (such as product, marketing, or operations) to share insights gained from customer interactions and drive product or service improvements.
• Continuous Improvement: Identifying opportunities for process improvements and contribute to initiatives that enhance customer experience.
• Tool & Technology Optimization: Evaluating and providing recommendations on the tools, systems, and technology used by the customer service team to improve efficiency and quality of service.
• Customer Feedback Analysis: Gathering and analyzing customer feedback to inform quality assessments and recommendations. Implement action plans to improve customer experience based on feedback.