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

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

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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

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