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Job Description
- Monitor inbound & Outbound calls and evaluate agents’ performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- 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.
- Identify the training needs through the call monitoring, mystery shopping & certification process.
Job Requirements
- Bachelor’s degree
- 1-3 years of quality control or auditing experience.
- Strong professional verbal/written communication skills.
- Ability to meet deadlines in a fast-paced work environment driven by processes.
- Proficient computer skills, including MS Office.
- Bias for action takes responsibility/ownership and delivers.
- Ability to understand complex situations and drive to a meaningful outcome.
- Personable with a “can do” attitude and takes pride in helping customers.
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