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Quality Assurance Specialist ( Russian and English )

Majorel Egypt
Alexandria, Egypt
Posted 4 years ago
53Applicants for1 open position
  • 41Viewed
  • 2In Consideration
  • 35Not Selected
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Job Details

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Job Description

  • Manage and communicate the monitoring sample size.
  • Audit the quality specialists team members’ monitoring process.
  • Audit the operations team leader monitoring process.
  • Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders).
  • Audit all reports of QA results per transaction on a regular basis and monthly reports.
  • Ensure the consistency of all quality monitors and follow up on calibration results.
  • Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks.
  • Ensure the capability of the knowledge base and measure the staff feedback accordingly.
  • Collect the department balanced scorecard

Job Requirements

  • Must be fluent in Russian and English
  • Customer service experience in a call center setting.
  • Excellent communications and documentation skills.
  • Good COPC Awareness.
  • Good Coaching and Monitoring Skills.
  • Good Problem Solving Skills.
  • Good leadership skills.
  • Experience in call center at least 6 months as a Quality Specialist.
  • Advanced knowledge of MS office.

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