Quality Specialist - Cairo

Job Summary

Monitoring and evaluating other departments' performance and generating reports in accordance.

Role and Responsibilities

• Review and evaluate employees’ phone, email, ticket, and chat records to ensure quality, accuracy, policy, up-to-date information, and core values are met.
• Identify training and improvement needs per employees’ and Department as a whole.
• Maintain a keen understanding of the Consultant Success Plan, policies, sales incentives, and best practices.
• Provide coaching, constructive and timely feedback, advice and guidance based on quality assurance findings, and delivers performance feedback to employees.
• Facilitate calibration sessions with the management team to ensure alignment and excellence is executed.
• Analyze call trends and discover ‘pain points’ that could be worked on with other departments to improve the overall experience.
• Deliver daily reports on evaluations to the management team.
• Investigating customer complaints and deficiency reports and providing identification of causes to appropriate authorities.
• All other duties related to Quality Control as assigned.