Quality Control Coach
Centro -
Maadi, CairoPosted 3 years ago61Applicants for3 open positions
- 33Viewed
- 4In Consideration
- 33Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Monitor remote/side by side calls.
- Monitor unusual occurrences, report follow-up procedures, and report daily, monthly, and year-to-date comparisons.
- Analyze customer complaints and bad ratings and set an action plan.
- Analyze quality scores and share the insights along with the action plan to improve QA scores and processes.
- Report the repeated offenders from quality or complaints point of view.
- Prepare the audit plan and ensure it appropriately addresses the audit objectives
- Delivering coaching sessions to agents and tracking the outcome of the coaching.
- Measuring the improvements to the monitoring process and the coaching given.
Job Requirements
- Bachelor’s degree or equivalent.
- Minimum 1-year experience in a similar role (call center environment) preferably in a multinational organization.
- Sales background.
- Knowledge of customer service principles and practices.
- Fluent English.
- Excellent Ability in relevant computer applications (Microsoft Excel and PowerPoint).
- Advanced troubleshooting and multi-tasking skills
- Proven experience in managing large projects.
- Knowledge of performance evaluation and customer service metrics.
Featured Jobs
Similar Jobs
- Quality Control SpecialistEgyptian Starch and Glucose Manufacturing Company - Musturad, Qalubia8 days ago