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Job Description
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.
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