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Job Description
- Monitor remote/side by side calls.
- Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
- Analyze customer complaints and bad ratings and set an action plan.
- Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
- Report the repeated offenders from quality or complaints point of view.
- Prepare the audit plan and ensure it appropriately addresses the audit objectives
- Delivering coaching sessions to agents and tracking the outcome of the coaching.
- Measuring the improvements to the monitoring process and the coaching given.
Job Requirements
- Bachelor’s degree
- Fluent English
- Minimum of 2 years experience in a similar role (call center environment) preferably in a multinational organization
- Knowledge of customer service principles and practices
- Excellent Ability in relevant computer applications (Microsoft Excel and PowerPoint).
- Advanced troubleshooting and multi-tasking skills
- Proven experience in managing large projects
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