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Job Description
- Monitor and report on interactions across all channels (Calls inbound, outbound, chat, Social media wall/inbox, & Emails).
- Feedback on the spot to the management on urgent violations
- Collect samples for the operations/management on top issues or policies that need to be changed or updated.
- Audit and analyze the Contact Center Compliance issues.
- Brief weekly the Leaders with the gaps of their teams and their points of development.
- Follow up on cases before they become Escalations with Cases team and CC manager.
- Participate in the weekly review of quality metrics and report out impacting factors that need attention to drive improvement.
Job Requirements
- 6 months of experience in a call center as Quality Coordinator
- Graduates
- Very Good English
- Excellent communication skills
- Excellent Excel and PowerPoint skills
- Knowledge of quality assurance terminology, methods, and tools
- Analytical, problem-solving, and decision-making skills
- Ability to listen and understand others.
- Coaching skills
- Males only
