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Senior Quality Specialist (Contact Center)

Talabat
Maadi, Cairo
Posted 4 years ago
180Applicants for1 open position
  • 80Viewed
  • 5In Consideration
  • 10Not Selected
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Job Details

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Job Description

  • Reviews all QA related metrics at project level and reviews problem solving cases.
  • Monitors either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non voice transactions
  • Monitors daily, weekly and monthly reports to operations.
  • Analyses failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to account manager.
  • Tracks the progress / fulfilment of Repeated failure process and conducts required audits.
  • Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are reflected and measured on individual and program level.
  • Assures adherence to new agents sample size (either new comers or internally transferred.)
  • Correlates end user satisfaction with monitoring results and sets action plans/ preventive actions or modifications to the scoresheet / monitoring process whenever necessary.
  • Issues quality assurance monthly reviews.
  • Assures that data entered on system is accurate and follows the defined entry standards.
  • Consolidates site QA weekly reports.
  • Monitors either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non voice transactions
  • Monitors daily, weekly and monthly reports to operations.
  • Analyses failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to account manager
  • Assures adherence to new agents sample size (either new comers or internally transferred.)
  • Correlates end user satisfaction with monitoring results and sets action plans/ preventive actions or modifications to the score sheet / monitoring process whenever necessary.
  • Issues quality assurance monthly reviews.
  • Ensures commitment to certification (accreditation) schedule and aligns with training coordinators accordingly.

Job Requirements

  • Excellent English Proficiency
  • Excellent Quality Focus
  • Very Good Negotiation skills
  • Very good Problem solving skills
  • Excellent analytical and statistical skills

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