Call Center Quality Specialist
Saudi German Hospital
Multiple Vacancies
Posted on 24 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
2 Vacancies
Job Description
Roles & Responsibilities
Monitor inbound and outbound calls, chats, and emails to assess agent performance and compliance with company standards.
- Evaluate agent communication, problem-solving skills, accuracy, and professionalism.
- Prepare and present quality reports and performance trends to management.
- Identify training needs and coordinate with the training department to improve agent performance.
- Provide constructive feedback and coaching suggestions to team leaders or agents.
- Participate in calibration sessions to ensure consistent quality evaluation.
- Recommend process improvements to enhance customer experience and service quality.
- Maintain accurate records of evaluation results and follow-up actions.
Desired Candidate Profile
- Bachelor s degree in business administration, Communications, or related field.
- Minimum 1 3 years of experience in a call center quality or customer service role.
- Excellent listening and analytical skills.
- Strong communication and feedback-giving abilities.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Knowledge of quality monitoring tools or CRM systems is an advantage.
- Attention to detail and ability to work under pressure.
Company Industry
- Medical
- Healthcare
- Diagnostics
- Medical Devices
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Call Center Quality Specialist
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