Call Centre Executive

دوام كامل في a Laimoon Verified Company في UAE

نُشرت يوم November 2, 2024

تفاصيل الوظيفة

Dubai, United Arab Emirates | Posted on 10/23/2024The objective of this role is to audit the work done by call center agents (LOBs like Chat, Inbound & Outbound), and also to cater to incremental improvement to achieve process excellence.Key Performance Areas (KPAs) & Principal Accountabilities:Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.Developing and implementing quality control audit plans.Monitoring and evaluating the team based on the key performance indicators (KPIs).Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit's policies and procedures.Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines.Maintain process SLAs.Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.RequirementsExperience (Yrs & Field):Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards. Knowledge of different industries, sectors, and roles will be an added advantage.Added advantage to know NPS.Educational Qualification:Diploma (essential).Graduate (preferred).Professional Certifications:Hospitality/Six Sigma/Customer Experience.Skills & Abilities:Excellent verbal and written communication skills.Ability to give constructive and direct feedback to agents concerning communication and soft skills.

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الصفحة الرئيسية الإمارات العربية المتحدة Call Centre Executive

الصفحة الرئيسية الإمارات العربية المتحدة Call Centre Executive

Call Centre Executive

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