This job is expired and no longer accepting applications. See more Call Center Quality jobs

Call Center Quality Assurance Analyst
at Q Express in UAE - Dubai

Call Center Quality Assurance Analyst at Q Express in UAE - Dubai

Share this job
Apply to this job

Job highlights

Posted on December 20, 2016

Job details

• Monitor calls and tickets to ensure that Agents are delivering a high level of customer service.

• Conduct individual and grouped coaching sessions for Agents to address strength areas and improvement opportunities, educate agents on what can be done to ensure high quality of service.

• Deliver coaching feedback.

• Provide structured and timely recommendations; verbal and/or written feedback to Call Center Manager, Call Center supervisors and team leaders.

• Evaluate randomly captured calls and tickets for agents, on a regular basis based on defined performance areas.

• Participate in the design of quality monitoring forms and quality standards.

• Use Call Center tools to gather data and analyse trends or patterns affecting quality.

• Identify training needs for Agents.

• Create customers surveys to capture customer perspective and analyse data to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.

• Deliver reports that support identifying needs and expectations of customers.

• Prepare quality reports for Management review.

• Meet monthly KPIs set for quality.

• Support the management in applying CC center motivational activities.

• Research and keep abreast with leading CC practices and industry standards, and prepare recommendation plans on how to apply innovative techniques to improve service delivery

• Conduct any other activities relevant to the job


Apply to this job
Share this job
  Report job
Share this job
Hi HR, Reach more people by sharing this job with your network.
Feedback Feedback