Job Description

Job Description

Job Description

About the Role:

The Client Service Monitor plays a critical role in ensuring the highest standards of client satisfaction and service quality within the ABH-Casa Azul facility. This position involves continuously observing and evaluating client interactions and service delivery to identify areas for improvement and ensure compliance with organizational policies. The role requires proactive communication with both clients and internal teams to address concerns promptly and enhance the overall client experience. By analyzing service metrics and feedback, the Client Service Monitor contributes to the development and implementation of strategies that optimize service efficiency and effectiveness. Ultimately, this role supports the organization’s commitment to excellence by fostering a client-centered environment that promotes trust and long-term relationships.

Minimum Qualifications:

• High school diploma or equivalent; a bachelor’s degree in business administration, communications, or a related field is preferred.
• Proven experience in client service, quality assurance, or a monitoring role within a service-oriented environment.
• Strong observational and analytical skills with the ability to assess service quality objectively.
• Excellent communication skills, both verbal and written, to effectively interact with clients and internal teams.
• Proficiency in using standard office software and client management systems.

Preferred Qualifications:

• Experience working in a healthcare or social services setting.
• Familiarity with quality management frameworks and client satisfaction measurement tools.
• Additional training or certification in customer service management or quality assurance.
• Multilingual abilities relevant to the client population served at ABH-Casa Azul.
• Demonstrated ability to lead or support continuous improvement initiatives.

Responsibilities:

• Monitor daily client interactions and service processes to ensure adherence to established quality standards.
• Collect and analyze client feedback to identify trends, issues, and opportunities for service improvement.
• Collaborate with service teams to address client concerns and implement corrective actions promptly.
• Prepare detailed reports on service performance metrics and present findings to management.
• Support training initiatives by providing insights and recommendations based on monitoring activities.

Skills:

The Client Service Monitor utilizes strong communication skills daily to engage with clients and internal teams, ensuring clear understanding and resolution of service issues. Analytical skills are essential for interpreting client feedback and service data to identify patterns and areas needing attention. Attention to detail is critical when observing service interactions and preparing accurate reports that inform management decisions. Proficiency with office software and client management systems enables efficient documentation and tracking of service quality metrics. Additionally, problem-solving skills support the development of actionable recommendations that enhance client satisfaction and operational effectiveness.

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