Quality Assurance Specialist - Contact center
Stint EG -
6th of October, GizaPosted 11 months ago119Applicants for3 open positions
- 28Viewed
- 2In Consideration
- 0Not Selected
Job Details
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Job Description
Job Description
- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
Monitor either remotely or on a recorded basis and evaluates agents, team leaders performance (script, data, process consistency, product knowledge and behavior ) for all transactions to ensure quality of service. - Give recommendations for process improvements based on agent development and the customer experience and feedback.
- Help in designing quality rules and guidelines to achieve the highest performances with team managers.
Compile and track performance for teams and individual level. - Create and update call scenarios for new and existing accounts.
- Record QA results per transaction on a daily, weekly and monthly basis.
- Extract calls upon clients’ requests/s and/or any End User complaints.
- Producing evaluation forms for new agents.
- Provide Team leaders and supervisors with detailed, clear and professional performance feedback.
Job Requirements
Job Requirements
- Fluent English.
- Bachelor's degree.
- Minimum 2 years of experience in the same field or in (Sales, Customer service, F.B Moderation).
- Excellent data collection and analysis Skills.
- Good Monitoring Skills.
- Good Communication Skills.
- Good Problem Solving Skills.
- Good Knowledge of Microsoft Office (Excel and PowerPoint)& ERP system.
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