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Call Center Quality Control

Smouha, Alexandria
Posted 7 months ago
81Applicants for1 open position
  • 56Viewed
  • 18In Consideration
  • 6Not Selected
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Job Details

Experience Needed:
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Job Description

  • Monitor inbound and outbound calls 
  • Assist in the formulation of targets for individuals and teams
  • Identify and implement improvements to the call center process
  • Listen to calls and review transcripts
  • Collaborating with other departments to improve the customer experience
  • Work with other departments to ensure that customer service standards are met
  • Monitor customer satisfaction surveys and feedback to identify areas for improvement
  • Develop and deliver training to call center agents on customer service skills and procedures
  • Provide clear insight into performance drivers and the levers which impact performance.
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Presenting findings to management and other stakeholders
  • Prepare monthly/annual results and performance reports

Job Requirements

  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • Bachelor degree holder 

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