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Contact Center - Quality Assuran...

Seoudi Supermarket
Nozha, Cairo

Contact Center - Quality Assurance Specialist

Nozha, CairoPosted 13 days ago
123Applicants for1 open position
  • 83Viewed
  • 27In Consideration
  • 56Not Selected

Job Details

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Job Description

- Monitor inbound and outbound calls/activities and evaluate agents' performance concerning the quality of service offered through different channels. 
- 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. 
- Compile and track performance for teams and individual level. 
- Give recommendations for process improvements based on agent development and the customer experience and feedback. 
- Record Quality Assurance results per transaction on a daily, weekly and monthly basis. 
- Provide supervisors with detailed, clear and professional performance feedback. 
- When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers. 
- Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guides. 

Job Requirements

  • - Experience not less than 2 years in the same field. 
    - Very good communication skills, both written and verbal. 
    - Excellent data collection and analysis skills. 
    - Good monitoring skills. 
    - Good problem-solving skills. 
    - Good knowledge of Microsoft Office (Excel – PowerPoint).

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