Quality Coach - Call center

Intelcia -
Cairo, EgyptPosted 5 years ago

111Applicants for4 open positions

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Monitor remote/side by side calls.
Monitor unusual occurrences, report follow-up procedures, and report daily, monthly and year-to-date comparisons.
Analyze customer complaints and bad ratings and set an action plan.
Analyze quality scores and share the insights along with the action plan to improve QA scores and process.
Report the repeated offenders from Quality or complaints point of view.
Prepare the audit plan and ensure it appropriately addresses the audit objectives.
Maintain professionalism and monitor the improvement action in the department.
Delivering coaching sessions to agents and tracking the outcome of the coaching.
Measuring the improvements to the monitoring process and the coaching given.
Creating the weekly and monthly presentation and delivering it on time to the operations and to the Management.
Delivering training sessions and orientation sessions for newcomers. Collect and analyze call-center statistics.

Bachelor’s degree or equivalent.
Minimum 1 years’ experience in a similar role (call center or customer service environment) preferably in a multinational organization.
Knowledge of customer service principles and practices.
Fluent English.
Excellent Ability in relevant computer applications, specially Microsoft Excel and PowerPoint.
Advanced troubleshooting and multi-tasking skills
Proven experience in managing large projects.
Knowledge of performance evaluation and customer service metrics.