Quality Assurance Coordinator - Call Center (Offshore Project)

Confidential Company - Maadi, Cairo

121
Applicants for
1 open position
81
Seen
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job
  • 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).