Quality Agent

Allianz Egypt

Job Responsibilities:

• Listening to, assessing and escalating inbound and outbound calls to evaluate agent performance and customer awareness against established criteria, including adherence to scripts, operational guidelines, compliance policies, and quality standards.
• Providing constructive feedback to the head of department based on call evaluations, including the main identified issues and concerns, areas for improvement.
• Contributing to the development and implementation of quality assurance processes and procedures.
• Documenting call evaluations, performance metrics, and other relevant data, and preparing reports for the Head of department.
• Collaborating with team members, supervisors, and other departments to ensure consistent quality and customer satisfaction.