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Quality Assurance Executive - Call Center

Raya Customer Experience
Cairo, Egypt
Posted 4 years ago
169Applicants for5 open positions
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Job Details

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Job Description

  • Identify and implement quality assurance standards, evaluate adequacy of quality assurance and standards (Too Generic) 
  • Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers performance (script, data, process consistency, product knowledge and behavior ) for all transactions to ensure quality of service. 
  • Conduct all verification's processes (Calibrations, Quizzes, tests or certifications & quality induction). 
  • Ensure the accuracy and consistency of all knowledge related briefings and refreshment sessions. (Specialist) 
  • Identify failures and potential failures to recommend action plans/preventive actions and communicates results with the concerned management. 
  • Identify quality variations from metrics and document related to quality issues/cases. 
  • Identify training needs/refreshment sessions to meet quality standards.(Specialist) 
  • Support and advise project’s stakeholders in all issues relating to quality compliance.(Higher Scope).
  • Recommends reviewing and updating quality policies and procedures and ensuring compliance.(Higher Scope/Processes) 
  • Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.(Specialist) 
  • Handle all reporting related tasks; generate frequently figures reports that reflects the operational performance and consolidate all reports to be used by other concerned parties Ex. Table-F(Reporting /Specialist) 
  • Adhere to all communicated targets, monitoring targets, frequency and schedules. 

Job Requirements

  • Minimum 1 Year experience as a Quality Assurance Executive.
  • Fluent in English.
  • Ready to move to any of RCC sites “including Hurghada site”.
  • Excellent communication skills.
  • Excellent presentation skills.

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