As a Customer Service Quality Specialist, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Responsibilities:
Establish and refine internal standards for support and call center quality assurance.
Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
Evaluate support engagements against predetermined quality benchmarks.
Provide agents with constructive feedback and guidance during regular meetings.
Engage in dialogue with agents to elaborate on and clarify feedback.
Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
Devise strategies to enhance support KPIs.
Assist in enhancing agent performance through targeted guidance and ongoing support.
Identify training and onboarding needs and spearhead relevant initiatives.
Monitor customer service performance at both individual agent and team levels.
Generate comprehensive reports reflecting support performance.
Communicate support team performance findings to upper management.
Requirements:
Saudi Nationality
holding Bachalor / diploma degree.
Experience at least 1 year in the same field.
Has an advanced level in both Arabic and English.
Skills:
Prior experience in customer service roles.
Demonstrated proficiency in analytical abilities.
Practical experience in quality assurance procedures.
Strong interpersonal skills, including adeptness in delivering constructive feedback.
Effective organizational skills and familiarity with goal-setting methodologies.
Evidence of skill in data visualization and understanding of support metrics.
Understanding of fundamental business metrics and their relationship with support operations.
Problem-solving acumen to devise impactful strategies for enhancing support quality.
Pioneers Outsourcing is a fast-growing provider of outsourcing, in sourcing and co sourcing contact-center services. is one of the experienced players in the business-process-outsourcing-solution market. We maximize the ecosystem that supports your customers/End users while improving every interaction within the customer life-cycle. We leverage market drivers, customer expectations, analytic and insights to differentiate you in your market place. We utilize our transformation methodology, domain expertise, technology, process optimization and analytic expertise to improve business outcomes. Flexibility & AgilityWe customize our solutions for our partners, structurally and commercially based on their needs. Pioneers is more than just a conventional contact service provider. We add value to our Clients by consulting them on market trends, new services and recommendations to improve their overall business directions We provide multi Lingual service in Arabic, English,Urdu,French, Spanish, Italian, and German, our services are also offered in many other languages upon client request. Our client list includes local and international organizations from various industries and disciplines; Government,Telecommunications, FMCG, Banking, Pharmaceuticals, Manufacturing, Advertising, and Real Estate Customer oriented, we have the flexibility to tailor our services to satisfy specific clients' needs and requirements
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