Call Center Quality Assurance Senior Analyst

Mubasher -
Cairo, EgyptPosted 11 months ago

164Applicants for1 open position

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Monitoring and evaluating inbound and outbound calls of Contact center Team according to quality standards and guidelines.
Providing constructive feedback and coaching to team on their call handling skills, compliance, and customer satisfaction
Identifying areas of improvement and best practices for whole team while sharing them with the QA objectives and tips to do so
Conducting regular training sessions and workshops on quality assurance topics and techniques
Supporting the contact center Manager in developing and updating quality policies, procedures, and tools
Collaborating with other members and stakeholders to ensure consistency and alignment of quality standards and expectations.

At least 3 years of experience in quality assurance or quality control in a call center environment, preferably in the brokerage or financial services industry
Excellent communication, interpersonal, and presentation skills
Ability to provide constructive feedback and coaching in a positive and professional manner.
Ability to analyze data and identify trends and patterns.
Proficiency in Microsoft Office applications and call center software
Knowledge of brokerage products, services, and regulations is a Plus
A bachelor’s degree in business administration, finance, or a related field