CS Quality Assurance Analyst | Intouch CX Q224
Cairo, Cairo Governorate, Egypt CS Quality Assurance Analyst | Intouch CX Q224
About the job CS Quality Assurance Analyst | Intouch CX Q224
NOK Human Capital is hiring " CS Quality Assurance Analyst" for IntouchCX, a global BPO leader in customer support industry.
About The Job
We’re changing the way people think about customer service, and we need your help!
We’re looking for a " CS Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As " CS Quality Assurance Analyst, You Will…
• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments • Distribute partner and company related correspondence to all CSRs/Tier 2 team members • Perform other duties as assigned.
As " CS Quality Assurance Analyst, You Have…
• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to work a variety of shifts including days, afternoons, evenings and holidays
If you match the above criteria, send your CV to resume@nokhc.net mentioning "CS Quality Assurance Analyst” in the subject line
