Senior Quality Coach
Umano -
Nasr City, CairoPosted 5 years ago73Applicants for1 open position
- 36Viewed
- 0In Consideration
- 0Not Selected
Job Details
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Job Description
- Observing Agents within different departments
- Whether in Egypt or in Saudi Arabia
- Sending Observation feedback to correct stakeholders
- Coaching Agents to ensure QA targets are met
- Arrange and facilitate regular Calibrations with company's
- Leadership/Middle Management
- Regularly report on gaps found during Quality Observations,
- Provide recommendations & follow-up on performance
- 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
Job Requirements
- Previous relevant experience in the Customer Service and / Call center of 3 years or more
- Advanced skills in Microsoft Tools Including and not exclusive to Excel, Power Point, Word, Outlook.
- Fluency in English & Arabic is a must
- Efficient & effective stakeholder management
- Ability to coach different tiers
- 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.
