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Quality Specialist - German Speaker (Multinational)

Pillars
Cairo, Egypt
Posted 6 years ago
39Applicants for1 open position
  • 38Viewed
  • 27In Consideration
  • 9Not Selected
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Job Details

Experience Needed:
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Job Description

Company Profile:

  • A world-wide active service provider for market leaders in telephony, electronic entertainment and IT. we offer flexible and professional solutions to our clients demands for all areas of customer service.
  • Become a member of our international and professional teams! we are looking for committed staff members for our customer service team.

Responsible

for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the Support Professionals, develops action plans and implements changes.

Responsibilities:

  • 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.
  • Coach the SP level Customer Survey results for improvement of their CSAT scores.
  • Serve as the source of quality 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 internal coaching scores and external results.
  • Participate in and facilitate Client and Internal Calibration Sessions.
  • 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

Requirements:

  • 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 PC applications including MS Office (Word, Excel, PowerPoint).
  • 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.

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