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Call Center - Quality Specialist

iSON Xperiences Egypt
Cairo, Egypt
Posted 4 years ago
274Applicants for2 open positions
  • 98Viewed
  • 2In Consideration
  • 13Not Selected
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Job Details

Experience Needed:
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Job Description

  • Monitor the target number phone calls monthly either side by side or remotely and appraise the accuracy of information according to the approved appraisal standards.
  • Provide feedback to call center advisors to deliver the right information to customers professionally.
  • Make monthly quizzes to refresh call center advisors’ knowledge and ensure consistency.
  • Set the target numbers of calls that team leader will monitor and follow up in adhering the target.
  • Audit on the calls that were monitored by team leaders to assess their appraisal and ensure consistency and reliability of the appraisal standards.
  • Audit on the information database to ensure that all information is up to date.
  • Conduct training sessions for new hired call center advisors to orient them with quality appraisal standards.
  • Support in developing and updating call scripts for inbound projects.
  • Assist in preparing and conducting verification tests for new comers
  • Communicate with operations and concerned parties to review the performance and set the required action plan.
  • Conduct calibration sessions with operations team and all the concerned parties quarterly.
  • Develop monthly reports as needed.

Job Requirements

  • B.Sc. degree.
  • Experience from 6 Months to 1 year in Call Center industry

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