Quality Assurance Specialist- Italian Speaker

Majorel Egypt - Maadi, Cairo

26
Applicants for
1 open position
24
Viewed
4
In Consideration
21
Not Selected
Experience Needed:
More than 1 year
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Vacancies:
1 open position
About the Job
  • Monitoring all types of End-user transactions (side by side and remote).
  • Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls
  • Create and update call scenarios for new and existing accounts.
  • Provide reports of QA results per transaction on a daily, weekly and monthly basis.
  • Investigate and respond to complaints generated from End User Satisfaction Surveys.
  • Extract calls upon clients’ requests/s and/or any End User complaints.
  • Producing evaluation certificates for new agents.
  • Provide Team leaders and supervisors with detailed, clear and professional performance feedback.
  • Holding Quality Awareness presentations and sessions for Staff.
Job Requirements
  • Fluent in Italian.
  • Has English as a second language.
  • Good COPC Awareness.
  • Good Coaching and Monitoring Skills.
  • Good Communication Skills.
  • Good Problem Solving Skills.
  • Good leadership skills.
  • Experience in call center at least 6 months as a Quality Specialist.
  • Good Knowledge of Microsoft Office (Excel and PowerPoint).
About this Company

We serve customers across the world through our 50,000 employees based in 29 countries in Europe, the Middle East, Africa, the Americas and Asia in 36 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak... (More)

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