Quality Control Officer

Al Deyaa Group -
6th of October, GizaPosted 7 years ago

92Applicants for3 open positions

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We are Etisalat Business Partner based in Dubai, Starting our new branch in Cairo 6th October City.

Job brief:

We are looking for a reliable Quality Control Officer to ensure that all external and internal requirements are met the standards. You will be responsible for inspecting procedures and outputs and identifying mistakes or non-conformity issues.
The goal is to assure the high quality of our operations and services aiming to the long-term success of our business.
Salary : 3500 LE.

Responsibilities:

Evaluates both verbal and written customer contact by agents.
Fairly and consistently reviewing and auditing incidents, email and telephone interactions for accuracy and coaches each agent for success in executing superior service and quality to our customers.
Investigating customer survey responses for the agents.
Record evaluations utilizing departmental quality monitoring forms.
Deliver coaching feedback to agents on call and email performance.
Provide supervisors and the Manager with regular performance feedback on the agents.
Prepares and analyses quality reports for management review.
Participates in the design of quality monitoring forms and quality standards.

Proven at least 3 years of experience in this field.
Highly proficient in spoken and written English.
Excellent email writing skills, specific to customer facing interactions.
Experience in coaching and training individuals or groups required.
Excellent written, verbal, analytical and communication skills.
Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Ability to work in virtual team environment.