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Quality Assurance - Subject Matter Expert

Intelcia
Cairo, Egypt
Posted 5 years ago
55Applicants for2 open positions
  • 27Viewed
  • 5In Consideration
  • 3Not Selected
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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 assists with 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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