Quality Agent (Outsource)
Allianz -
New Cairo, Cairo
Job Details
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Job Description
- Listening to, assessing and escalating inbound and outbound calls to evaluate agent performance and customer awareness against established criteria, including adherence to scripts, operational guidelines, compliance policies, and quality standards.
- Providing constructive feedback to the head of department based on call evaluations, including the main identified issues and concerns, areas for improvement.
- Contributing to the development and implementation of quality assurance processes and procedures.
- Documenting call evaluations, performance metrics, and other relevant data, and preparing reports for the Head of department.
- Collaborating with team members, supervisors, and other departments to ensure consistent quality and customer satisfaction.
Job Requirements
- Bachelor’s degree.
- 1 to 5 years of experience in call center, customer service or similar files is needed.