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Quality Assurance Specialist - English Speaker

Majorel Egypt
Mandara, Alexandria
Posted 4 years ago
110Applicants for3 open positions
  • 97Viewed
  • 28In Consideration
  • 68Not Selected
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Job Details

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Job Description

  • 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 English.
  • 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).

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