Quality Analyst Excellence Driving Centre LLC

· Conduct regular quality evaluations of customer service interactions, including phone calls, emails, and in-person interactions.

· Ensure compliance with established company’s policy, standards, guidelines, and procedures.

· Identify areas of improvement in customer handling techniques, and product knowledge and provide feedback and coaching to agents.

· Share Plan of action for poor performance with root cause, corrective action & preventive action with relevant stakeholders.

· Identify and define training needs based on monitoring and quality audit reports.

· Develop and update quality monitoring forms, evaluation criteria, and guidelines to ensure consistency and accuracy in assessing agent performance.

· Assist in the design and delivery of training programs and workshops to enhance agent performance, customer service skills, and product knowledge.

· Collect and analyse customer demographic data to identify patterns, preferences, and trends.

· Analyze data of dormant customers to understand reasons for inactivity and identify opportunities for re-engagement and convert them to active customers.

· Provide insights and recommendations to enhance customer targeting and segmentation strategies.

· Assist in scheduling and coordinating driving lessons to ensure optimal utilization of instructors utilization