French Contact Center Quality Manager (M.National)

Pillars - 6th Of October City, Giza

97
Applicants for
1 open position
72
Seen
15
Rejected
Experience Needed:
2 to 3 years
Career Level:
Manager
Job Type:
Full Time
Salary:
9,000 to 10,000 EGP per month
Languages:
French
Vacancies:
1 open position
About the Job
  • Support Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence.  Provide timely and constructive feedback to Support Professionals and TLs
  • Serve as the source of information and data for all areas and employees within team.
  • Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement.
  • Track and report the results of coaching scores.
  • Make recommendations for continuous improvement in programs and processes.
  • Consistently monitor accuracy of monitoring forms and legends.
  • Conduct brown bag/triage classes (secondary).
  • Provide coaching feedback and calibration sessions with Technical leads.
  • Provide at least four hours per month of customer or technical support via telephone and other electronic mediums for an assigned product.
  • Track quality data for Quality Analyst.
  • Other duties as assigned.
Job Requirements
  • Must have a high level of technical communications, process improvement and analytical skills.
  • Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft office.
  • Bilingual with equal proficiency of English & French (Min B2) - is a MUST.
  • Strong facilitation skills.
  • Exposed to quality monitoring systems (i.e., e-talk, NICE) and use quality system tools (charts, graphs, etc.) is a plus.
  • 2-3 Years Previous Quality Experience in offshore Call Center industry. (Reference should be provided).
About this Company

Pillars Egypt is Consultancy & Recruitment Firm established to serve distinctive clients in the areas of strategic management , Business Planning and Executive recruitment.
We are a group of executives with a large diversified experience in various areas as Strategic Management, Business Planning

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