Quality & Training Specialist (Call Center)
Go Bus -
Downtown, CairoPosted 4 years ago246Applicants for1 open position
- 94Viewed
- 9In Consideration
- 0Not Selected
Job Details
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Job Description
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care responses.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Create workshops on topics such as Team Building
- Coach, motivate and develop representatives for all departments for the entire call center
- Identify the need for a customer service department and work to create a training program for the new role.
- Hold weekly meetings to discuss customer service and call statistics - devised performance plans if necessary
- Develop measurable training objectives related to new hire needs.
- Ensure all policies and procedures have adhered, and any known infractions of any of these corporate policies and procedures are communicated to the proper Management immediately.
Job Requirements
- Outstanding communications skills
- Very good analytical skills
- 3-5 years of experience in the Quality field related to Customer Care
- Good command of English
- Flexible to work on shifts basis
- Flexible to work across sites
