Audit and analysis of client services / communications

As part of this project, I conducted an audit and analysis of the work of client service managers across various platforms (in the portfolio example, I include it without specifying particular websites). The goal is to assess the quality of communication with candidates and users, response speed, accuracy of the information provided, and ease of interaction.

The work included:

1. Systematization of data on calls and correspondence.

2. Evaluation of the tone, confidence, and competence of the managers.

3. Recording of key indicators: date and time of contact, response speed, duration of conversation, explanation of terms, tone, and comfort of communication.

4. Preparation of a structured table and analytical report with recommendations.

Result:

1. A template for evaluating managers and processing data has been created.

2. Strong and weak points of communications have been recorded.

The data was used to improve customer service and enhance the quality of interaction with candidates.