Quality Specialist (Contact Center Field)

Job Summary:

The Job holder is responsible to review, implement, and maintenance of accreditation and Quality Standards, and processes to ensure compliance with quality principles and practices, also liaise with a range of internal stakeholders involved in accreditation reviews and other accreditation processes.

Main Responsibilities: 

•  Perform, follow up and maintain target based on transaction quality monitoring and ensure accuracy and effectiveness.
• Review, highlight and report process levels gaps and areas of opportunities.
• Validate, track and ensure accurate and detailed feedback is uploaded for every monitored transaction.
• Observe, perform and realize processes improvement initiatives and deliver results.
• Monitor, validate and raise violations for issues impacting customer and business with the followed violations process.
• Ensure and oversee applying a low variation in calibration.
• Create, share and provide timely floor dipstick reports on new briefing and updates.
• Perform and apply of Mystery Calling to gauge process dipstick.
• Provide, transfer and present timely feedback to agents according to the repeated mistakes or any new service.
• Prepare, execute and provide variance reporting to the department HOD.
• Track, follow up and assure the compliance of the corrective actions.
• Ensure compliance to monitoring and feedback process by Meeting audit targets.
• Maintain confidentiality in all matters related to work and information.
• Perform any other duties assigned Call monitoring and evaluation.