Quality Assurance Specialist
Intelcia -
6th of October, GizaPosted 4 years ago106Applicants for1 open position
- 88Viewed
- 33In Consideration
- 52Not Selected
Job Details
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Job Description
- The role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs.
- · The QA will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.
- · Provide feedback to assist in the creation of quality standards and performance improvement goals.
- · Performing Case and Call assessments within agreed timeliness.
- · Producing Quality Reports.
- · Providing feedback to the Quality Manager, Team Leaders and Coaches.
- · Listen to Calls both Live and recorded.
- · Analyze and publish quality data.
- · Investigate and determine root cause of customer complaints.
- · One on One feedback sessions.
- · Calibration with team members and other support staff.
- · Analyze Customer surveys.
Job Requirements
- 1 year to 2 year of professional in the Quality department.
- Bachelor's Degree
- Excellent Oral & Writing Communication skills
- English proficiency - Very Good to Excellent
- Flexibility in working night and overnight shifts
- Outstanding organizational and time-management skills
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