Iranian Company in OTA Industry
Annual Package: 600 - 850 million Tomans
Responsibilities
· Monitor and evaluate the quality of customer support performance across calls and ticketing channels.
· Analyze call recordings, ticket content, and performance data to identify gaps, trends, and areas for improvement.
· Conduct root cause analysis to identify underlying issues affecting service quality and propose corrective actions.
· Design, develop, and maintain reporting dashboards and analytical panels with a strong focus on Excel-based tools.
· Prepare and present structured management reports on a daily, weekly, and monthly basis.
· Provide professional, structured, and actionable feedback to support agents and team leaders to enhance performance.
· Lead coaching and feedback sessions to improve communication skills, compliance, and service standards.
· Collaborate with customer support, operations, and other related teams to improve processes and service workflows.
· Establish and maintain quality control standards, evaluation criteria, and monitoring frameworks.
· Track quality KPIs and ensure continuous improvement initiatives are aligned with overall customer experience objectives.
Requirements
· + 7 years of relevant experience in quality control or supervisory roles within a service-based organization.
· Proven experience in monitoring and evaluating customer service performance in call center and ticketing environments.
· Strong analytical skills with the ability to interpret performance data and extract actionable insights.
· Advanced proficiency in Excel, including dashboard creation, data modeling, and reporting automation.
· Experience in preparing structured management reports and presenting insights to senior stakeholders.
· Solid understanding of feedback, coaching methodologies, and performance improvement techniques.
· Demonstrated experience in conducting root cause analysis and implementing corrective action plans.
· Knowledge of quality assurance frameworks, KPIs, and service level standards.
· Strong communication and interpersonal skills with the ability to deliver constructive and effective feedback.
· Problem-solving mindset with a proactive and process-oriented approach to continuous improvement.