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Call Center Quality Analyst
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Category
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Customer Services/ Call Centre
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Skill Set
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communication,convincing skills,customer retention,customer satisfaction,management
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Company Name
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Intelenet Global Services FZ-LLC
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Career Level
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Mid - Level
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Employment Type
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Full Time
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Min Work Experience
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2 - 5 Years
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Min Educational Level
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Bachelors Degree
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Monthly Salary
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Unspecified
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Benefits
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As per UAE Labor Law
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Description
- 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
- 2-4 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 send their resumes to: [email protected] mentioning (gulf QA) in the subject field.
Skills Required
Quality
QA
Quality Analysis
Call Monitoring
QA/QC
- 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
- 2-4 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 send their resumes to: [email protected] mentioning (gulf QA) in the subject field.
Skills Required
Quality
QA
Quality Analysis
Call Monitoring
QA/QC
