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Job Description
- Measures employee performance via recorded monitoring and case audits.
- Measures process performance (gaps) via recorded monitoring and case audits.
- Analyzes trend report data from audits.
- Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.
- Assists with development of the call center training and QA process
- Works on a variety of assigned special projects
Job Requirements
- Experience in a Quality Assurance environment in a call center or the service industry
- Sales experience preferred
- Strong telephone communication skills
- Stable work record and job history
Required Qualifications:
- Excellent customer service skills
- Excellent communication skills both written and verbal
- Ability to read and write clear and understandable instructions
- Good problem solving & decision making skills
- Ability to handle multiple tasks at a time
- Experience in Procedure Development and Process Improvement
Minimum Qualifications (Education, Experience, Skills)
- Faculty Graduated
- Minimum 3-5 years call center quality assurance
- Must be able to use PC and have knowledge of Word, Excel and Outlook
- Must be self-motivated, detail oriented
- Must work with a high sense of urgency in a fast paced environment
- Must be effective and efficient working in a team environment
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