Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Monitor and evaluate agents performance concerning the quality of service offered through all channels.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
- Design quality rules and guidelines to achieve the highest performances.
- Conduct presentation with new hires
- Compile and track performance for teams and individual level.
Job Requirements
- Proven work experience as a Call Center Quality team leader or supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel & Outlook.
- Excellent communication and leadership skills
- Organizational and time-management skills
- Decision-making skills
