Call Center Quality Coach - German

Convergys - 6th Of October, Giza

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
9,000 to 12,000 EGP per month
1 open position
About the Job
  • Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. Provide timely and constructive feedback to Support Professionals.
  • Serve as the source of information and data for all areas and employees within team.
  • Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement.
  • Track and report the results of coaching scores.
  • Make recommendations for continuous improvement in programs and processes.
  • Consistently monitor accuracy of monitoring forms and legends.
  • Conduct brown bag/triage classes (secondary).
  • Provide coaching feedback and calibration sessions with Technical leads.
  • Provide at least four hours per month of customer or technical support via telephone and other electronic mediums for an assigned product.
  • Track quality data for Quality Analyst.
  • Other duties as assigned.
Job Requirements
  • Experience in similar position and Fluency in German is a must.
  • Panel Interviews will take place afterwards as a final tollgate.
  • Skill in providing an exceptional customer experience.
  • Skill in verbal and written communication to analyze, interpret and address customer needs.
  • Knowledge of contact services industry and best practices.
  • Knowledge of Microsoft Office applications specially Excel is a plus .
  • Ability to work in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Ability to work staggered support hours.
  • High School diploma with a minimum of one year related experience.
  • Equivalent education or experience may be substituted for any of the above.
  • Ability to work staggered support hours.
About this Company

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional... (More)

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