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Quality Assurance Executive

Fusion Global Services

Posted on November 7, 2019

1 - 2 years Giza - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Responsible for quality assurance and handling multiple accounts
• Will be responsible for creating a new legend sheets for any new account.
• Will be responsible for quality training sessions if needed.
• Compile and track performance for teams and individual level.
• Monitor inbound & Outbound calls and evaluate agent s performance concerning the quality of service offered through all channels.
• Provide clear insight into performance drivers and the levers which impact performance.
• Manage auditing reports for Customer Care activities & transactions.
• Give recommendations for process improvements based on the customer experience and feedback.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
• Conduct presentation & business simulation with new hires
• Compile and track performance for teams and individual level.
• Perform other duties as assigned.
job requirements
1 to 2 years
Not Specified at least
Outsourcing/Offshoring Telecommunications


Call Center / BPO / KPO / Outsourcing

Quality / Testing / QA / QC / Inspector

Desired Candidate Profile

A University Degree.
• At least 1 year experience in the same role.
• Good command of English and Arabic (Written and Spoken)
• Male is preferred.
• Maximum age is 35.
• Flexible and welling to work rotational shifts.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Strong coaching skills.

Keywords

Quality Assurance Executive

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Fusion Global Services


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