الوصف الوظيفي
Job Responsibilities:
• Monitor end to end elements of the consumer journey, including calls & emails, etc.
• Assist in enhancing quality across the accounts and provide stable performance to customers.
• Assessing end-user interactions using a QA tool (scorecard, etc.).
• Recommending solutions & actions regarding issues and providing feedback.
• Identifies compliance issues and ensures that the quality policy/program is understood & implemented.
• Supports new quality initiatives and continuous improvements.
• Identify areas requiring training and ensure gaps are filled.
• Improving the quality of service by implementing corrective actions & preparing failure analysis.
• Prepare the audit plan and ensure that it reaches the objectives.
• Escalates repeated defects to management.
• Developing and implementing quality control audit plans.
• Conduct calibration sessions for quality members & operations.
• Measure and report the effectiveness of training by administering tests and evaluations.
• Create and update call scenarios for new and existing accounts.
• Ensure the consistency of all quality monitors and follow up on calibration results.
• Providing QA reports to management.
• Preparing and presenting quality audit reports to the management.
• Documenting defects and recommendations for improvement.
• Audit on QA results per transaction & reports on a regular basis.
• Respect and apply company vision, mission, and values.
• Cooperate with the operations team to improve Quality Performance.
• Implement the COPC processes & standards.
• Performs miscellaneous job-related duties as assigned.
Job Requirements:
• Bachelor's Degree.
• Level of English: Good Level.
• Experience in Call Center Minimum 6 months /1year.
• Knowledge of auditing standards
• Strong organizational & customer-oriented skills
• Excellent data collection and Analysis skills.
• Knowledge of QA terms, tools, and methodologies
• Good knowledge of MS office
• Strong Awareness by account's Knowledge.
• Coaching and monitoring Skills.
• COPC background is preferred.
• Problem-solving skills.
• Excellent communication skills verbal and written
• Multitasker
تفاصيل الوظيفة
- منطقة الوظيفة
- القاهرة مصر
- قطاع الشركة
- خدمات الدعم التجاري الأخرى
- طبيعة عمل الشركة
- غير محدد
- نوع التوظيف
- غير محدد
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- غير محدد
