Contact Center Quality Coach (Native French)

Pillars - 6th Of October City, Giza

52
Applicants for
1 open position
33
Seen
1
Shortlisted
16
Rejected
Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
10,000 to 15,000 EGP per month
Languages:
English, French
Vacancies:
1 open position
About the Job

Summary:
Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the Support Professionals, develops action plans and implements changes.

Responsibilities:

  • 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.
  • 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
  • French Mother tongue with a considerable level of English mastery for the common language communication needs.
  • Previous experience as French tutor, cultural mentor, call center quality control is essential.
  • Experience in customer service is a plus.
  • Skill in verbal and written communication to analyze, interpret and address customer needs.
  • Knowledge of contact services industry and best practices.
  • Knowledge of PC applications.
  • Ability to work in a time critical environment
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Ability to work staggered support hours.
  • Equivalent education or experience may be substituted for any of the above.
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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