Quality & Training Specialist (Call Center)
Talabat -
Maadi, CairoPosted 7 years ago167Applicants for1 open position
- 144Viewed
- 11In Consideration
- 98Not Selected
Job Details
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Job Description
The quality and training specialist will monitor observations (listen and observe calls, tickets and chats) in order to ensure that the best customer service experience criteria are met
- Monitor all operations that affect quality and make sure that deadlines are met.
- Assure the reliability and consistency of the customer service procedures by checking processes and final output.
- Provides reports for the different product lines related to satisfaction & queue performances.
- Facilitate proactive solutions by collecting and analyzing quality data.
- Review current standards and policies.
- Keep records of quality reports, statistical reviews and relevant documentation.
- Understand customer needs and requirements to develop effective quality control processes.
- Inspect final output and compare properties to requirements.
- Conduct soft skills and product knowledge training for the customer services representatives.
- Review and update the training material for the available product lines.
- Resolve any specific challenges and tailor programs as necessary.
Job Requirements
- Bachelor degree in Business Administration or related field.
- Fluency in English and Arabic.
- Excellent communication skills.
- Strong knowledge of MS office.
- Knows how to work efficiently under stress.
- Ability to multi-task & manage time effectively.
- Ability to present complex information to a variety of audiences.
- Have a decent background in the field of quality & training.
