Quality Analyst

Confidential Company - Maadi, Cairo

36
Applicants for
1 open position
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Negotiable
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

Develop test plans, test cases and test scripts for projects to check the quality of the support responses

Role and Responsibilities:

  • Contribute to providing world class support by identifying areas of opportunity and strength through consistent ticket review
  • Responsible for identifying gaps in support responses
  • Monitor and check quality of the support responses on a daily/weekly/monthly basis
  • Share with management top and bottom performers through weekly updates
  • Maintain focus on data integrity and producing work of the highest quality
  • Become an “expert” on support processes and make recommendations towards next steps based on rider and partner satisfaction
  • Identify and promote continuous improvement opportunities in training, process, and policies
  • Identify and remove barriers to Support Representative success wherever they originate (tools, training, etc)
  • Ability to configure and modify connections to various Data Sources
  • Need to present to Senior Management and keep customers apprised of progress.
Job Requirements
  • Graduate or equivalent
  • 2+ years of relevant experience
  • Very good knowledge of MS Office application
  • Should be fluent in languages required as per the profile specifications – Both written and spoken

Soft Skills:

  • Flexibility and ability to manage a demanding and changing workload.
  • Self-driven and motivated.
  • Time management and organizational skills.
  • Coaching skills.
  • Excellent communication, presentation and leadership skills and ideally have gained team leader experience within a call center environment.