Quality assurance agent
Smart Village, GizaPosted 7 months ago76Applicants for2 open positions
- 75Viewed
- 14In Consideration
- 61Not Selected
Job Details
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Job Description
- Responsible for monitoring sample size of transactions from all the communication channels (Emails, Calls, Chats, Demos, etc.. ), Remote/side by side according to a specific score sheet.
- Create Tracking Sheets and maintain necessary spreadsheets & quality Assurance documents needed for the QA process/department.
- Assure customers' reachability by performing regular check up on IVRs, and routing systems of chats and calls.
- Complete and adhere to the weekly auditing samples in scoresheets, and review customers' loyalty ratings.
- Give recommendations based on transactions monitored to improve customer experience.
- Raise flags on process defects and make sure that operations adhere to the management guidelines.
- Prepare reports by collecting, analyzing, and summarizing data; make recommendations for corrections and/or improvements. /Prepares and analyzes quality reports.
Job Requirements
- Proven work experience as a Quality Assurance Specialist 1:2 Years
- Good command of English written and spoken.
- Excellent attention to details skills. / Very attentive to details.
- Flexibility with rotational shifts (Monthly Schedule).
- Ability to investigate a case via the available resources and deliver feedback.
- Excellent communication skills (verbal and non-verbal).
- Ability to work in a fast-paced environment.
- Excellent time management skills.
