Quality Assurance-Subject Matter Expert
Intelcia -
Cairo, EgyptPosted 5 years ago47Applicants for2 open positions
- 47Viewed
- 15In Consideration
- 1Not Selected
Job Details
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Job Description
- Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
- Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
- Evaluates and records the quality and performance during each call.
- Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
- Provides critical data used to generate weekly or monthly reports on the performance of phone representatives.
- Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity.
- Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
- Other duties as assigned by Management.
Job Requirements
- Excellent English written and verbal communication skills
- Neutral, near native accent
- Self motivation, as well as the ability to work in a team environment
- Experience monitoring IB/OB calls and providing feedback
- Proven success in call center coaching/mentoring
- Ability to proficiently use all MS Office products
- Training development experience is a plus
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