Call Monitoring and Evaluation: Listen to and assess inbound and outbound calls to ensure compliance with company policies, industry regulations, and quality standards.
Performance Analysis: Analyse call data to identify trends, areas for improvement, and training needs.
Feedback and Coaching: Provide constructive feedback to customer service representatives, facilitating coaching sessions to enhance performance and service quality.
Reporting: Prepare detailed reports on call quality metrics, compliance issues, and overall performance, presenting findings to management.
Process Improvement: Collaborate with various departments to develop and implement strategies for process enhancements and quality improvements.
Regulatory Compliance: Stay updated on industry regulations and ensure all customer interactions comply with relevant laws and guidelines.
Experience: Prior experience in call auditing, quality assurance, or customer service within the financial or forex industry is preferred.
Analytical Skills: Strong ability to analyse data, identify patterns, and make data-driven recommendations.
Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear and constructive feedback.
Attention to Detail: Meticulous in evaluating calls and documenting findings accurately.
Technical Proficiency: Familiarity with call monitoring software, quality assurance tools, and proficiency in MS Office applications.
This role is crucial in maintaining exceptional customer service standards and ensuring compliance within the dynamic forex industry.