الوصف الوظيفي

Key Responsibilities

Quality Assurance:
- Monitor and evaluate customer support interactions across various channels (email, phone, chat).
- Identify trends, strengths, and areas for improvement in service quality.
- Provide b feedback and actionable recommendations to support agents.
Training & Development:
- Design and deliver onboarding and continuous training programs for the customer support team.
- Update training materials to reflect changes in company policies, services, and tools.
- Conduct regular skill-building sessions and workshops.
SOP Management:
- Ensure all Standard Operating Procedures (SOPs) are up-to-date and accurately reflect current processes.
- Collaborate with team leaders to identify gaps or areas needing revision in existing SOPs.
- Communicate updates and ensure the team is trained on any changes to SOPs.
Performance Tracking:
- Develop and maintain QA scorecards and performance metrics.
- Collaborate with team leaders to set and track KPIs for the support team.
Process Improvement:
- Identify gaps in processes and recommend improvements to enhance the customer experience.
- Stay updated on industry best practices and incorporate them into training, QA practices, and SOPs.
Reporting:
- Prepare detailed reports on QA results, training outcomes, and SOP compliance.
- Present findings and recommendations to management.

لقد تجاوزت الحد الأقصى لعدد التنبيهات الوظيفية المسموح بإضافتها والذي يبلغ 15. يرجى حذف إحدى التنبيهات الوظيفية الحالية لإضافة تنبيه جديد

تم إنشاء تنبيه للوظائف المماثلة بنجاح. يمكنك إدارة التنبيهات عبر الذهاب إلى الإعدادات.

تم إلغاء تفعيل تنبيه الوظائف المماثلة بنجاح. يمكنك إدارة التنبيهات عبر الذهاب إلى الإعدادات.

Senior QA & Training Specialist - Customer Support