Quality Evaluator - (German Language) Multinational Contact Center

Pillars - Cairo

Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
English, German
Vacancies:
1 open position
About the Job

Our Client :

World-wide Leading Contact Center (Multinational)


Job Description

  • The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
  • Essential Functions/Core Responsibilities
  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Job Requirements

Candidate Profile

  • Significant experience working within a quality environment within the call centre industry
  • Effective communication skills, both written and verbal (German and English)
  • Proficient in Microsoft Office
  • Ability to multi-task and meet timelines on deliverables
  • Detail-oriented
  • Career Framework Role
  • Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks.
  • Work is prescribed and completed with little autonomy.
  • Works with either close supervision or under clearly defined procedures.
About this Company

Pillars Egypt is Consultancy & Recruitment Firm established to serve distinctive clients in the areas of strategic management , Business Planning and Executive recruitment.
We are a group of executives with a large diversified experience in various areas as Strategic Management, Business Planning

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