Job Details
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Job Description
- Identify and implement quality assurance standards, evaluate adequacy of quality assurance and standards (Too Generic)
- Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service.
- Conduct all verifications processes (Calibrations, Quizzes, tests or certifications & quality induction).
- Ensure the accuracy and consistency of all knowledge related briefings and refreshment sessions. (Specialist)
- Identify failures and potential failures to recommend action plans/preventive actions and communicates results with the concerned management.
- Identify quality variations from metrics and document related to quality issues/cases.
- Identify training needs/refreshment sessions to meet quality standards.(Specialist)
- Support and advise project’s stakeholders in all issues relating to quality compliance.(Higher Scope)
- Recommends reviewing and updating quality policies and procedures and ensuring compliance.(Higher Scope/Processes)
- Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.(Specialist)
- Handle all reporting related tasks; generate frequently figures reports that reflects the operational performance and consolidate all reports to be used by other concerned parties Ex. Table-F(Reporting /Specialist)
- Adhere to all communicated targets, monitoring targets, frequency and schedules.
Job Requirements
Functional Level:
- Very good Knowledge of Microsoft office
- Good Business Writing Skills.
- Excellent Knowledge of project product.
Business Level:
- Awareness of RCC statement of direction
- Awareness of RCC policies & Procedures
- Awareness of COPC Standards & Approaches
Competencies:
- Adaptability
- Delivering Results
- External & Internal Focus
- Delivering Results
- Continuous Learning
- Problem Solving:
- Ability to spot problems and recommend solutions
Educational Background:
- Bachelor Degree
Professional Experience:
- 1-2 years of work experience in contact center industry.(Related Account )
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