Quality Assurance
دوام كامل
في HeetX Solutions
في
Egypt
نُشرت يوم December 17, 2024
تفاصيل الوظيفة
Job Description
Key Responsibilities:
Call Monitoring and Evaluation:- Listen to and assess inbound and outbound calls.
- Evaluate agents’ adherence to scripts, compliance policies, and quality standards.
- Document and score call quality based on predefined criteria.
- Provide detailed feedback to agents to improve their performance.
- Prepare quality reports and share trends with management.
- Identify and report recurring issues or patterns in customer interactions.
- Collaborate with trainers to identify skill gaps and recommend training programs.
- Assist in developing coaching plans for agents based on quality scores.
- Propose actionable solutions to improve processes, workflows, or agent performance.
- Participate in reviewing and updating quality guidelines and standards.
- Ensure that all interactions comply with company policies, industry regulations, and customer privacy standards.
- Stay updated on call center tools and technology to optimize performance.
Job Requirements
Required Skills and Qualifications:
Experience: Previous experience in a quality assurance role within a call center or customer service environment. Technical Skills: Proficiency in call monitoring tools, CRM systems, and data analysis software. Soft Skills:- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills for giving feedback constructively.
- Attention to detail and high organizational skills.
- Ability to work under pressure and handle sensitive situations tactfully.
- Commitment to maintaining confidentiality and professionalism.
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