Quality Assurance Specialist (Call Center)

Digital Works - Cairo, Egypt

117
Applicants for
30 open positions
111
Seen
1
Shortlisted
6
Rejected
Experience Needed:
2 to 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Negotiable
Languages:
English, Spanish
Vacancies:
30 open positions
About the Job
  • The role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs.
  • The QA will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.
  • Provide feedback to assist in the creation of quality standards and performance improvement goals.
  • Performing Case and Call assessments within agreed timeliness Producing Quality Reports.
  • Providing feedback to the Quality Manager, Team Leaders and Coaches
  • Listen to Calls both Live and recorded Daily Case monitoring Compile,
  • Analyze and publish quality data Investigate and determine root cause of customer complaints One on One feedback sessions Calibration with team members and other support staff Analyze Customer surveys.
About this Company

Digital Works is a player of the "Y GENERATION" outsourcing services, which has a strong position in the Information technologies, Digital Economy as well as Customer Experience Management fields.

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