Customer Service Quality Analyst

Intouch CX -
Maadi, CairoPosted 1 year ago

57Applicants for1 open position

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As Quality Assurance Analyst, You Will…

Complete fundamental audits based on the parameters and requirements provided by the client
Coach CSRs on accuracy/quality of service to ensure proper procedures are being followed
Complete Quality Assurance and coaching session reports on a weekly basis
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report training and process gaps to key stakeholders
Distribute partner and company related correspondence and memo to all CSRs team members
Perform other duties as assigned

As Quality Assurance Analyst, You Have…

Must be Fluent in English, written and verbal. Language proficiency will be a key competency to be successful in this role
A University and/or College Degree / diploma
1 year of front-line contact center experience (preferred)
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
Ability to type 30 wpm minimum with accuracy
Strong verbal and written communication skills, including spelling and grammar
Excellent organizational and time management skills
Ability to make fair and consistent judgments and decisions
Ability to multi-task under high-pressure situations
Ability to solve problems and offer suggestions in a positive and developmental manner
Ability to perform basic mathematical functions to ensure scoring accuracy
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Ability to work a variety of shifts including days, afternoons, evenings and holidays