Job Details
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Job Description
- Monitoring calls from the agents (managing by the manager)
- Doing surveys to reach the best performance
- Follow the quality process for each call:
- Choose calls from different days and different times over the month.
- Monitoring short & long calls
- Monitoring call within 48 hours from its date
- Analyze the call and send Alerts if it contained any error & send thanks mail if the call is extraordinary.
- Scoring the calls in the worksheet
- Sending alerts immediately to the team leader (if there is no respond from the team leader alert should send to the manager immediately.
- Following the alert until it's closed or done.
- If there any hesitation in some case between the quality assurance specialist and the project manager the final decision will be for the Quality Assurance Manager
- Prepare reports to communicate outcomes of quality activities
- Identify training needs and organize training interventions to meet quality standards
- Taking tasks form the direct manager and the senior.
Job Requirements
- Bachelor degree holder
Experience:
- Experience as Quality Assurance Agent (call center industry)
- Sales or C.S background
- Product Knowledge
- Quality assurance techniques.
Personal skills:
- Good English (Written& spoken)
- Good communication skills - verbal and written
- Analytical thinking
- Problem analysis and problem solving
- Attention to detail
