German Quality Evaluator

Convergys - 6th Of October, Giza

9
Applicants for
1 open position
2
Seen
Experience Needed:
More than 1 year
Career Level:
Manager
Job Type:
Full Time
Salary:
Negotiable
Education Level:
Bachelor's Degree at least
Languages:
English, German
Vacancies:
1 open position
About the Job
  • 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
  • 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
About this Company

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional... (More)

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