"Quality Specialist " Customer Service and call center "
Job Description
Main Responsibilities :-
- Perform, follow up and maintain target based on transaction quality monitoring and ensure accuracy and effectiveness
- Review, highlight and report process levels gaps and areas of opportunities
- Validate, track and ensure accurate and detailed feedback is uploaded for every monitored transaction
- Observe, perform and realize processes improvement initiatives and deliver results
- Monitor, validate and raise violations for issues impacting customer and business with the followed violations process
- Ensure and oversee applying a low variation in calibration.
- Create, share and provide timely floor dipstick reports on new briefing and updates
- Perform and apply of Mystery Calling to gauge process dipstick.
- Provide, transfer and present a timely feedback to agents according to the repeated mistakes or any new service
- Prepare, execute and provide variance reporting to the department HOD.
- Track, follow up and assure the compliance of the corrective actions.
- Ensure compliance to monitoring and feedback process by Meeting audit targets.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned Call monitoring and evaluation.
Personal Skills
Required skills :-
- Flexibility and Openness to Change
- Communication
- Customer Focus and Results Orientation
- Teamwork - Accountability - Initiative
- Delegation and coaching - Leadership
Technical Skills
· Bachelor’s degree in business administration, Quality Assurance or any related field
· Relevant Professional Certification (six sigma, Lean sigma etc.) is preferred .
Job Location Cairo, Egypt Job Role Customer Service and Call Center Years of Experience Min: 1 Max: 8 Residence Location Egypt
