Descrição
Key Responsibilities:
Manage quality of calls across Call Centers through sampling to ensure consistency and quality of customer service, Conduct mystery calls to the Call Centers in order to spot check quality, Manage quality of agent interaction through a closed loop quality assurance system to improve agent productivity (call monitoring, KPIs, etc.),Ensure training needs are captured and communicated to Training section, Manage implementation, Develop improvement initiatives on measuring quality across Customer Care, Capture information on employees performance based on a comprehensive performance model, Ensure all Call Centers KPIs are being met as required; conduct root cause analysis and escalate issue when necessary, Ensure our beneficiaries experience and satisfaction standards are being followed, Escalate system issues, Ensure proper implementation of non-system related policies, and procedures for call Centers, Audit call Centers on policies and procedures implementation, Develop new procedures and policies when required, Provide pro-active quality management support to the assigned projects
- 5 Experience
Bachelor degree is a must
Experience in CS or Quality
نوع الوظيفة: دوام كامل
الراتب: ﷼8,000.00 - ﷼10,000.00 لكل شهر
التعليم:
- بكالوريوس (مفضل)
الخبرة:
- في خدمة العملاء او الجودة: 5 سنوات (مطلوب)
اللغة:
- العربية + الإنجليزية (مطلوب)