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Job Description
Roles & Responsibilities
ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
- Prepare reports capturing service quality trends and variances for the team / department.
Desired Candidate Profile
You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
- 2+ years experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
- A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
- Strong Communication and Interpersonal skills.
- Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor s degree.
- Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA s, coaching, appraisals, etc.
- Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
- Empathetic approach and mindset.
- Genuine curiosity and desire to understand and to know why.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Comfortable in working with individuals and team/s remotely.
Company Industry
Keywords
- Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
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Concentrix Corporation