Contact Center – Quality Assurance Specialist

  • Customer Service
  • Full time
  • 7 months
  • Sheikh Zayed City

Job Information

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    Job Experience : 1 - 2 Years
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    Job Qualifications Bachelors Degree

Job Description

Job Description

– Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels. 
– Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality of service. 
– Compile and track performance for teams and individual level. 
– Give recommendations for process improvements based on agent development and the customer experience and feedback. 
– Record Quality Assurance results per transaction on a daily, weekly and monthly basis. 
– Provide supervisors with detailed, clear and professional performance feedback. 
– When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers. 
– Provide voice of customer report, Analyzing and investigating products and services complaints or report quality issues to ensure closure in accordance with company guides. 

Job Requirements

  • – Experience not less than 2 years in the same field. 
    – Very good communication skills, both written and verbal. 
    – Excellent data collection and analysis skills. 
    – Good monitoring skills. 
    – Good problem-solving skills. 
    – Good knowledge of Microsoft Office (Excel – PowerPoint).

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