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Quality Assurance Coordinator (Call Center)

Maadi, Cairo
Posted 5 years ago
139Applicants for1 open position
  • 138Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

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.

Job Requirements

  • Males & Females (Graduates Only)
  • Excellent communication skills
  • Coaching skills
  • Previous experience is the same field & Job Title is a must (Offshore Project).

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