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Quality Assurance Specialist (Ca...

Dimofinf Operations Cent...
Nasr City, Cairo

Quality Assurance Specialist (Call Center)

Nasr City, CairoPosted 1 month ago
116Applicants for2 open positions
  • 107Viewed
  • 43In Consideration
  • 3Not Selected

Job Details

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Job Description

Company Overview:

Dimofinf is a leading software house with a strong reputation for delivering innovative technology solutions to clients across various industries. With a focus on cutting-edge software development and a commitment to excellence, Dimofinf is dedicated to providing high-quality services that meet and exceed client expectations.

Job brief:

We are looking for a Quality Assurance Specialist to join our team and oversee the quality of all services that our organization provids.

Quality Assurance Specialist responsibilities include developing quality standards, conducting tests and identifying issues in the production of our services. 

Ultimately, you will work with a team to ensure our services meet our organization’s standards across the board.

Responsibilities:
• Review and evaluate employees’ phone, email, ticket, and chat records
to ensure quality, accuracy, policy, up-to-date information, and core
values are met.
• Identify training and improvement needs per employees’ and
Department as a whole.
• Maintain a keen understanding of the Consultant Success Plan,
policies, sales incentives, and best practices.
• Provide coaching, constructive and timely feedback, advice and
guidance based on quality assurance findings, and delivers
performance feedback to employees.
• Facilitate calibration sessions with the management team to ensure
alignment and excellence is executed.
• Analyze call trends and discover ‘pain points’ that could be worked on
with other departments to improve the overall experience.

Job Requirements

Requirements:

• Bachelor’s degree / or equivalent combination of education, training,
and experience in Education, Business or in any relevant field.
• call center experience is a Must
• 1 to 3 years of experience as quality control
• COPC Experience is Preferred
• Customer service or sales experience is a must at least 2 years
• Problem-Solving Skills.
• Coaching Skills
• Excellent in English.
• Familiarity with all of the goods and services offered by the company.
• Excellent in Computer skills
• Excellent Communication and Negotiation Skills.
• Customer orientation, ability to adapt and respond to different types of
characters.
• Ability to use positive language.
• Confidence and a positive attitude a must.

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