Quality Coach
Full time
at Octopus Outsourcing
in
Egypt
Posted on May 8, 2024
Job details
Job Description
- Core Responsibilities:
- Consistency in evaluation of the quality of the Customer Experience delivered:
- Be a Subject Matter Expert on Calls quality
- Assess the accuracy of CSRs Chats evaluations against specified “Business Unit Guidelines”
- Conduct quality assurance sessions for new hires based on the specified business unit guidelines.
- Document detailed and trend based feedback to be delivered to the CSR/Team leader/supervisor.
- Deliver on-target feedback to the CSR and coach to initiate development, commitment & action to improve. Development plans to be updated (documentation).
- Feedback calibration results and output of coaching activities to the relevant stakeholder.
- Consistency in analysis of Account Advisor performance:
- Coach/Train team leaders through the process of analyzing their CSR’s performance in relation to their team’s quality performance objectives.
- QA Reporting:
- Develop monthly QA reporting on the Floor, Team, Supervisor and Advisor levels
- Deliver QA Progress component’s in department’s monthly and quarterly reviews
- Follow-up and ensure delivery of actions stemming from Quality Committees and Periodical Business Reviews
Job Requirements
o Industry Experience: A minimum of 3 months in the quality-related role. o Communication Skills : Proficiency in both written and verbal communication, with a minimum (English) proficiency of Level B2, or from (Spanish) speakers B2 o Technical Skills : Competence in using Microsoft Office applications and other relevant software tools. o Adaptability : Adaptable when it comes to shift rotations.Apply safely
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