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Call Center Quality Assurance Team Leader

Mubasher
Nasr City, Cairo
Posted 6 years ago
172Applicants for1 open position
  • 137Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Candidates will be responsible for assessing the quality of the performance of 20-25 call center representatives who deal with the public over the telephone. Main responsibility is supporting CC Managers in managing their staff with regards to call quality, process adherence, representative feedback, and reporting. The QA Team leader will monitor support and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Duties and Responsibilities

  • Measures employee performance via recorded monitoring and case audits.
  • Participates in the development and improvement of call monitoring formats checklist and quality standards
  • Measures process performance (gaps) via recorded monitoring and case audits.
  • Participates in analysis of customer satisfaction survey program to identify any additional opportunities for improvement
  • Interacts with all levels of management to solve any inter-departmental inefficiencies and to address any areas of concern
  • Conducts regular calibration sessions
  • Analyzes trend report data from audits.
  • Performs employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.
  • Contributes to team effort by accomplishing related results as needed.
  • Works on a variety of assigned special projects

Job Requirements

  • 2-4 years’ Experience in a Quality Assurance environment in a call center or the service industry
  • Experience with call center call monitoring/recording software
  • Ability to write effectively in context for different audiences and purposes, command of the English language and grammar, effective use of electronic communications such as email, discussion boards and instant messaging.
  • Sales experience preferred
  • Brokerage background is a plus
  • Strong telephone communication skills
  • Stable work record and job history
  • Excellent customer service skills
  • Excellent communication skills both written and verbal
  • Ability to read and write clear and understandable instructions
  • Good problem solving & decision-making skills
  • Ability to handle multiple tasks at a time
  • Technical expertise with spreadsheet and word processing software.
  • Candidates must be service oriented, self-confident, and dependable
  • Have some Experience in Procedure Development and Process Improvement

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