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Quality Analyst (Call Center) - Walk in Interviews

Intelenet Global Services FZ-LLC

1 - 2 years Dubai - United Arab Emirates

Other(Other). Any Arabic National

Employment Visa, Medical Insurnace, Annual Ticket to Home Country


, Posted on April 9, 2018 1 Opening

Job Description

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- Call Monitoring (remote or side-by-side)
- Conduct QA briefings for all operational staff working in the Process
- Carry out trend analysis for top errors and advisor level analysis
- Ensure adherence to Quality SLAs
- Performing random disposition audits for calls taken by agents
- Sharing of feedback with CSR on a timely basis.
- Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate.
- Preparation of call monitoring data & related internal reports
- Report performance of agents and statistics through daily and weekly reports submitted to the Manager.



Requirements

- Arabic Speaker with very good English is a MUST
- 1-3 years of experience in Contact Center Quality Assurance
- Ability to adapt to change and work in a fast-paced environment
- Production and accuracy-oriented with flexibility to business needs.


Interested qualified candidates may come for a walk-in interviews with an updated CV , Tuesday, 10th April, from 10:00 AM to 12:00 PM.
Location: Intelenet Global Services, 6th Floor, Dubai Outsource Zone, Arab Company Shared Service, Ahead of Academic City, Dubai.

NOTE: CVs ARE NOT GOING TO BE CONSIDERED IF NOT MATCHING ABOVE CRITERIA


Industry Type : Call Center / BPO / KPO / Outsourcing
Functional Area : Other

Keywords

Call Center Contact Center MIS QA Quality Analyst QA Analysis

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Intelenet Global Services FZ-LLC

As one of the world’s leading BPO companies, Intelenet Global Services offers transformational customer management solutions to meet the requirements of today’s multi-channel service environments. Over 55,000 employees are engaged with our clients’ customers, holding over 90 million interactio ns in 40 languages every year around the globe. Our international delivery platform is based in 8 countries across 62 locations enabling us to offer total flexibility in location, delivery and technology.

Our proposition is focused on helping our customers shape their business model to meet the demands of their customers. Today’s consumers are digitally enabled, accessing services through multiple channels with much higher expectations of what constitutes good customer service. They demand greater efficiency, effectiveness and engagement.
Intelenet’s proposition addresses the end-to-end process through which organizations understand and fulfil a customer journey: from the first point of contact through to final fulfillment.

We offer cutting edge customer insight technologies to ensure we attract and engage our customers’ customers, to encourage increased interaction and transaction. By re-designing services, we offer transformational customer experience and business process solutions which enable our customers to excel in multi-channel service environments.
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Contact

Name/ Designation:
- Business HR Executive

Website https://intelenetglobal.com/


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