Senior Quality Assurance Special...
Alexandria, Egypt
Senior Quality Assurance Specialist "Call Center" "Night Shift"
Alexandria, Egyptposted 1 month ago91Applicants for2 open positions
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Job Description
Are you a people person who thrives on making someone's day better? Do you have a knack for problem-solving and a passion for delivering top-notch customer service? If so, we want YOU to be the voice of our company!
As a Customer Service Quality Assurance, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
- Monitor inbound & outbound calls and evaluate agents' performance concerning the quality of service offered through all channels.
- Performs call monitoring and provides trend data to the management.
- Provide clear insight into performance drivers and the levers which impact performance.
- Provides feedback to sales team leaders and managers.
- Accompany evaluations with meaningful and constructive feedback.
- Help agents improve their performance with specific instructions and constant support.
- Maintain and develop internal support and quality standards.
Job Requirements
- Educational Qualifications: Bachelor’s degree in any field.
- Professional Experience: 2-4 years at least or more in quality or customer service.
- Excellent knowledge of customer service.
- Excellent communication skills.
- Customer service oriented.
- Problem-solving and crises management skills.
- Professional attitude.
- High ability to handle objections.
- Exceptional listening and analytical skills.
- Emotional stability and adaptability.
- Ability to work within a team.
- Must be self-motivator and self-starter
