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Job Description
Job brief:
Monitoring and reviewing different contact center touch points performance to ensure results aligned with SEOUDI supermarket quality standards. Assessing the quality of the performance of contact center representatives dealing with customers.
Responsibilities:
- Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels.
- Monitor either remotely or on a recorded basis and evaluate agents, team leaders’ performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service.
- Compile and track performance for teams and individual levels.
- Give recommendations for process improvements based on agent development and the customer experience and feedback.
- Record Quality Assurance results per transaction on a daily, weekly, and monthly basis.
- Provide supervisors with detailed, clear, and professional performance feedback.
- When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guidelines.
Job Requirements
- Experience not less than 2 years in the same field.
- Very good communication skills, both written and verbal.
- Excellent data collection and analysis skills.
- Good monitoring skills.
- Good problem-solving skills.
- Good knowledge of Microsoft Office (Excel – PowerPoint).