Quality Specialist
Alexandria, EgyptPosted 10 months ago12Applicants for9 open positions
- 12Viewed
- 1In Consideration
- 11Not Selected
Job Details
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Job Description
Responsibilities and Duties:
- Participates in the design of Chat/call monitoring formats and quality standards.
- Monitor and evaluate agents’ performance concerning the quality of service offered through all channels.
- Performs Chat/call monitoring and provides trend data to the site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Performs monitors of customer care chat responses.
- Provides actionable data to various internal support groups as needed.
- Provide feedback to managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Help agents improve their performance with specific instructions and constant support.
- Create and update all scenarios for new and existing employees.
- Document quality assurance activities with internal reporting and audits.
- Record QA results per transaction on a daily, weekly, and monthly basis.
- Provide Team leaders and supervisors with detailed, clear, and professional performance feedback.
- Make recommendations for improvement.
- Develop Plans to help a company reduce waste/loss.
- Perform other duties as assigned.
Job Requirements
- Bachelor's degree.
- Experience from 5 to 6 years in Sales field is a must.
- Good customer experience background
- Proficient in using Microsoft Office (Especially Word and Excel).
- Excellent English level.
- Outstanding communication skills.
- Excellent data collection and analysis skills.
- Great Team player with the ability to work with minimal supervision.
- Familiar with coaching techniques
