Call Center & Quality Assurance Agent

BokDoc -
Nasr City, CairoPosted 3 years ago

156Applicants for1 open position

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Monitor inbound & Outbound calls and evaluate agents' performance concerning the quality of service offered through all channels.
Provide clear insight into performance drivers and the levers which impact performance.
Enhance the team members sales skills
Perform mystery calls to ensure accurate and consistent information delivery to the customers.
Manage auditing reports for Customer Care activities & transactions.
Give recommendations for process improvements based on the customer experience and feedback.
Design quality rules and guidelines to achieve the highest performances with team managers.
Conduct presentation & business simulation with new hires
Compile and track performance for teams and individual levels.
Preparing and analyzing internal and external quality reports for management staff review
Training and coaching new hires

Experience in the customer service space.
Hands-on experience in quality assurance 3 years minimum
Excellent background to set a quality control process and SOPs
In-depth understanding of quality control procedures and relevant legal standards
Excellent communication and Coaching skills
Problem analysis and problem-solving developing business
Proficient in MS Office and CRM System
Training and coaching skills