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Job Description
- Update and send weekly report to the Quality Assurance Manager about the work trend.
- Send reports the abusing cases and the internet issues that may affect the business and the agent efficiency.
- Discuss the dispute cases with the agents or the managers and finalize the validation for the case of the quality.
- Update the quality score sheet to meet the effective productivity and needed efficiency.
- Prepare and provide training quality sessions for the agents who have repetitive mistakes.
- Validate the D-Sat (customer dis-satisfaction) in case if an agent received a D-Sat.
- Discuss the process will be update or will be created with the operation managers for the other departments.
- Track the calls received by the agents to ensure that they provide the right information in appropriate way to save the company image.
- Responsible for auditing on the quality team to ensure that the procedures are on the right track.
- Validate the attendance for the quality team, and provide the needed action in case of absenteeism.
- Track the targets for the quality team daily.
- Manage the team performance and KPI’s.
Job Requirements
- Bachelor Degree.
- At least 5 years of experience in the Quality field.
- Contact Center experience is a MUST.
- Travel background is preferred.
- Six sigma and COPC Certification is Prefered.
- Excel knowledge
- High communication skills
- Decision maker
- Awareness about the tools, concepts and methodologies.
- Teamwork player
- Attention to details
- Problem solving
- Leadership Skills
