Quality Monitoring Agents

RESPONSIBILITIES - Monitors the accuracy and quality of information provided to the customers by the call center agents, against the predefined quality standards and targets, with a view to enhance customer satisfaction. - Ensures effective implementation of the Call Center Quality Assurance policies and procedures internally in the section and across all cross-functional departments, as developed by the Head of Call Center Quality Assurance - Conducts surveys and ensures accurate recording of customer details through phone calls by the call center agents. - Ensures effective maintenance of the call centers’ quality assurance database. - Carries out and ensures the compliance of all activities within the Call Center Quality Assurance Section are in-line with company health and safety regulations. - Handles quality observation activities for customer phone calls (Arabic and English), to ensure that call center agents answer all calls in compliance with quality standards. KNOWLEDGE, SKILLS, AND EXPERIENCE - Bachelor’s degree or equivalent in any discipline - 5 years of experience in customer Service and 2 years as same level - Proficient knowledge of customer service, and standard office practices and procedures. - Proficient computer skills. - Proficient standard office equipment skills. - Strong people skills. Pay: QAR3,000.00 - QAR3,500.00 per month