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Quality Coach
drjobs Quality Coach العربية

Quality Coach

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1 Vacancy
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Jobs by Experience

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2 - 2 years

Job Location

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Cairo - Egypt

Monthly Salary

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Not Disclosed

Nationality

Any Nationality

Gender

N/A

Vacancy

1 Vacancy

Job Description

Req ID : 2027745

Responsibilities:

• Monitor inbound and outbound calls/activities and evaluate agents’ performance concerning the quality of service offered through different channels.
• Being able to handle multiple LOB’s (Call Center, Outbound, Digital Channels & Backoffice)
• Monitor either remotely or on a recorded basis and evaluates agents, team leaders’ performance (script, data, process consistency, product knowledge and behaviour) for all transactions to ensure quality of service.
• Compile and track performance for teams and individual level.
• Give recommendations for process improvements based on agent development and the customer experience and feedback.
• Record Quality Assurance results per transaction on a daily, weekly, and monthly basis.
• Provide supervisors with detailed, clear, and professional performance feedback.
• When needed, perform mystery calls to ensure accurate and consistent information delivery to the customers.

Employment Type

Full Time

Company Industry

Accounting & Auditing

Department / Functional Area

Quality / Testing / QA / QC / Inspector

Key Skills

About Company

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