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Job Description
- Leading the development of internal procedures in specified areas of responsibility.
- Collaboratively develops effective Quality monitoring standards and tools, and educates the contact center stakeholders on cross functional issues related to Quality.
- Apply and maintain agreed upon Quality standards.
- Demonstrate competence with all aspects of the QA Project life cycle, including System, Interface, Integration and Regression testing.
- Scripts, knowledge, references sources meet customer expectations ensuring its compatibility with Etisalat Visions & strategy.
- Monitor, inspect and measure for process adherence metrics and accuracy in order to eliminate errors and assure consistency in customer service operational processes.
- Maintain Customer experience through measuring and tracing all touch points with customers and monitor the impact through all divisions.
- Unify customer service provided across all entities.
- Come up with solution & recommendations along with enhancements boosting both business and customer satisfaction.
- Ensuring Company policy & procedures are being followed & correctly implemented.
Job Requirements
- 2 years experience in Quality Monitoring
- Telecom / call center industries background is a must
- Excellent Computer skills, Advanced MS excel is required.
- Excellent in Arabic & English (Reading, Writing & Oral).
- Problem analysis and problem solving developing business & promoting new solutions.
- Decision-Maker.
- Outspoken, Negotiator & leading speeches individually or at group discussion.
- Good communication and presentation skills.
- Creative acquainted the least problem solving, or developing business visions.
