English - Quality Analyst

Intouch CX -
Sheikh Zayed, Gizaposted 1 month ago

117Applicants for7 open positions

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Monitor and evaluate customer interactions across multiple channels (phone, email, chat, social media) to ensure adherence to quality standards and company policies.
Conduct regular audits of customer service calls and written communications to identify areas for improvement and recognize outstanding performance.
Provide constructive feedback and coaching to customer service representatives to enhance service delivery and customer satisfaction.
Analyze quality data and prepare detailed reports on trends, patterns, and areas of concern for management review.
Collaborate with team leaders and trainers to develop and implement quality improvement initiatives.
Assist in the creation and refinement of quality assurance guidelines, scorecards, and evaluation criteria.
Participate in calibration sessions to ensure consistency in quality assessments across the team.
Support the onboarding and training of new team members by sharing best practices and quality expectations.
Identify process gaps and recommend actionable solutions to optimize customer experience.
Stay updated on industry best practices and emerging technologies relevant to quality assurance in customer experience management.

Minimum of 1 year and up to 5 years of experience in a quality assurance or customer service role, preferably within a contact center or customer experience environment.
Strong analytical skills with the ability to interpret data and identify trends.
Excellent verbal and written communication skills in English.
Demonstrated ability to provide clear, actionable feedback and coaching.
Attention to detail and a commitment to maintaining high standards of quality.
Proficiency in using quality monitoring tools and CRM systems.
Ability to work effectively in an office-based, fast-paced, and dynamic environment.
Strong organizational and time management skills.
Collaborative mindset with the ability to work cross-functionally.
Adaptability to changing processes, technologies, and business needs.