Quality Assurance Specialist - Call Center

Semak -
Dokki, GizaPosted 4 years ago

228Applicants for1 open position

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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.

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.