Quality Control Analyst

3Sixty -
Dokki, GizaPosted 4 years ago

60Applicants for1 open position

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Responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.
The QC will monitor the inbound and outbound call and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
Monitoring the company operations cycle and handling escalated issues.
To report to senior management on customer service metrics, opportunities, and threats.
Working and coordinating with multiple departments and teams in the company.
Build a solid customer service team that exceeds goals and expectations.
Coach, monitor and provide feedback to agents on a regular basis to improve performance.
Monitor the changing needs of the service, liaise with customers to identify areas for improvement and make recommendations for service improvement and implementation of those improvements
Monitor, maintain and improve call center specific KPIs.
Monitor calls to observe call quality, technical accuracy, and adherence

Qualifications:

Excellent English verbal, written and interpersonal communication skills;
Ability to remain calm under pressure and in emergency situations.
Provide leadership to ensure a professional environment and call experience.
Proficiency in communication, planning, leadership, coordinating, and coaching.
Ability to multitask and successfully operate in a fast-paced, team environment;

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