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Job Description
- Monitor inbound calls and evaluate agents performance concerning the quality of the service.
- Measure call quality, monitoring and analyzing strategic customer service calls and scrutinize their efficiency and effectiveness.
- Make sure that your team can converting every caller into a satisfied customer
- Provide clear insight into performance drivers which impact performance
- Review the implementation and efficiency of quality and inspection systems.
- Design quality rules and guidelines to achieve the highest performance with team managers.
- Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
Job Requirements
- Bachelor's degree in any relevant field.
- Fluency in English is a must
- From 1 to 3 years of experiences as quality Auditor/ supervisor.
- Previous experience in call center field is a must
- Quality Monitoring, auditing and evaluating.
- Excellent organizational skills.
- Excellent Decision-making skills.
- Excellent leadership and communication skills.
