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Mohandessin, Giza

Call Center Quality Assurance Agent

Mohandessin, GizaPosted 13 days ago
57Applicants for1 open position
  • 48Viewed
  • 4In Consideration
  • 41Not Selected

Job Details

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Job Description

  • Monitor inbound & Outbound calls and evaluate agents' performance concerning the quality of service offered through all channels.
  • Provide clear insight into performance drivers and the levers which impact performance.
  • Enhance the team members sales skills
  • Perform mystery calls to ensure accurate and consistent information delivery to the customers.
  • 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 with team managers.
  • Conduct presentation & business simulation with new hires
  • Compile and track performance for teams and individual levels.
  • Preparing and analyzing internal and external quality reports for management staff review
  • Training and coaching new hires

Job Requirements

  • Proficient in both Spoken and Written English
  • Willing to work night shift
  • Have your own laptop and stable internet connection
  • Experience in the customer service space.
  • Hands-on experience in quality assurance 2 years minimum
  • Excellent background to set a quality control process.
  • In-depth understanding of quality control procedures and relevant legal standards
  • Excellent communication and Coaching skills
  • Problem analysis and problem-solving developing business
  • Proficient in MS Office and CRM System
  • Training and coaching skills

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