Call Quality Agent

Number of Positions 4 Experience1-2 years of work experience in relevant field. EducationBachelor Business Administration or related fields. LocationErbil

Summary

Call Quality Agents are responsible for assessing customer interactions, including calls and emails to ensure adherence to company standards.

Key Responsibilities

Identify performance gaps, offer feedback and coaching to agents for improvement, and ensure compliance with regulations and policies. Drive continuous improvement through data analysis, reporting, and collaboration with supervisors and trainers to develop training programs and initiatives for enhancing call center quality and agent performance. Review customer interactions (calls, chats, emails) for quality assessment. Evaluate factors: professionalism, guideline adherence, accuracy and customer experience. Use predefined metrics to assess agent performance. Identify improvement areas such as call handling, empathy, listening, problem-solving. Offer constructive feedback, highlight strengths, and suggest improvements. Ensure compliance with regulations, standards and policies. Analyze data for process improvements and training needs. Prepare detailed reports for management. Collaborate to maintain consistency in evaluations. Develop and deliver training programs for improvement. Provide ongoing support to help agents meet performance goals.

Competencies

Excellent communication skills. Very good reporting skills. Good command of M.S. office. Ability to work well under pressure.

Language

Arabic (required) Kurdish (required)* English (preferred)