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Junior Quality Analyst - Smart Village

Intelcia
6th of October, Giza
Posted 4 years ago
69Applicants for2 open positions
  • 1Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • The role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs.
  • The QA will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.
  • Provide feedback to assist in the creation of quality standards and performance improvement goals.
  • Performing Case and Call assessments within agreed timeliness.
  • Producing Quality Reports.
  • Providing feedback to the Quality Manager, Team Leaders and Coaches.
  • Listen to Calls both Live and recorded.
  • Analyze and publish quality data.
  • Investigate and determine root cause of customer complaints.
  • One on One feedback sessions.
  • Calibration with team members and other support staff.
  • Analyze Customer surveys.

Job Requirements

  • 1 year to 2 years of professional in the Quality department.
  • Bachelor's Degree
  • Excellent Oral & Writing Communication skills
  • English proficiency - Very Good to Excellent
  • Flexibility in working night and overnight shifts
  • Outstanding organizational and time-management skills

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