Quality Coach
Umano -
Nasr City, CairoPosted 5 years ago82Applicants for1 open position
- 42Viewed
- 0In Consideration
- 0Not Selected
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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