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Quality Monitoring Analyst

Xceed
Maadi, Cairo
Posted 2 months ago
138Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Prepare and issue quality reports required by external and internal customers.
  • Act as focal point between operation and designated clients with regard to quality concerns.
  • Calibrate quality-monitoring output between client, operation and the customer satisfaction surveys. 
  • Responsible for quality monthly targets and SLAs.
  • Responsible for improvement of quality operation quality scores by conducting the needed analysis and set up of needed actions and the follow up on their implementation.
  • Ensure on time and accurate conduction of quality certifications for new hires.
  • Supervise monitoring team performance and ensure staff motivation.
  • Organize, schedule and manage the calibration sessions.
  • Prepare and issue calibration sessions reports.     
  • Provide Coaching & Training Recommendations.

Job Requirements

  • At least 1 year of experience in a similar position.
  • Experience in call center field is preferred.
  • Bachelor's degree is a must.
  • Perfect command of spoken and written English.
  • Excellent people management skills.
  • Excellent communication skills.
  • Excellent time management skills.

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