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Job Description
- Responsible for quality assurance and handling multiple accounts
- Will be responsible for creating a new legend sheets for any new account.
- Will be responsible for quality training sessions if needed.
- Compile and track performance for teams and individual level.
- Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
- Conduct presentation & business simulation with new hires
- Compile and track performance for teams and individual level.
- Perform other duties as assigned.
Job Requirements
- A University Degree.
- At least 1 year experience in the same role.
- Good command of English and Arabic (Written and Spoken)
- Male is preferred.
- Maximum age is 35.
- Flexible and welling to work rotational shifts.
- Strong phone and verbal communication skills along with active listening.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- Strong coaching skills.
