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Quality Coach

Umano
Nasr City, Cairo
Posted 5 years ago
82Applicants for1 open position
  • 42Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Looking for a Quality Coach to work in a well known Saudi company, Will responsible for:

Internal Quality Assurance:

  • Observing Wssel’s Agents within different departments whether in Egypt or in Saudi Arabia
  • Sending Observation feedback to correct stake holders
  • Coaching Wssel’s Agents to ensure QA targets are met
  • Arrange and facilitate regular Calibrations with Wssel’s Leadership/Middle Management
  • Regularly report on gaps found during Quality Observations, provide recommendations & follow-up on performance.

External/Partner Quality Assurance

  • Reverse audit on chats & calls submitted by our Outsourcing Partners and report on gaps of their QA Team
  • Arrange and facilitate regular Calibrations with Partners’ QA Team
  • Attend agents’ coaching sessions as a silent party.

Policy Development

  • Provide suggestions in policy & process development.

Health, Safety and Environment

  • Comply with the HSE policies of the company.

Working relationship and attitude

  • Must strive to promote a cooperative atmosphere in the department.
  • Must be able to maintain cooperative working relationships with employees of various organizations and departments.
  • Must have commitment to the organization.
  • Must have the willingness to take initiative.
  • Must represent the organization to other agencies staff and citizens with a courteous, helpful, accurate and business-like attitude in all telephone and personal contact.
  • Ability to work as part of a team. Effectively deal with job stress, angry and upset customers.

Job Requirements

  • Previous relevant experience in the Customer Service and / Call Center of 3 years or more.
  • Fluency in English & Arabic is a must
  • Efficient & effective stake-holder management and have ability to coach different tiers.
  • Advanced skills in Microsoft Tools Including and not exclusive to Excel, Power Point, Word, Outlook.
  • University degree or equivalent qualification

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