Female Customer Service Quality Assurance

**Main Job Duties**:- Monitor inbound & Outbound calls and evaluate agents' performance concerning the quality of service offered through all channels.- Provide clear insight into performance drivers and the levers which impact performance.- Perform mystery calls to ensure accurate and consistent information delivery to the customers.- Manage auditing reports for Customer Care activities & transactions.- Give recommendations for process improvements based on the customer experience and feedback.- Design quality rules and guidelines to achieve the highest performances with team managers.- Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.- Conduct presentation & business simulation with new hires- Compile and track performance for teams and individual level.- Understand customer needs and requirements to develop effective quality control processes- Devise and review specifications for products or processes- Set requirements for raw material or intermediate products for suppliers and monitor their compliance- Inspect final output and compare properties to requirements- Keep accurate documentation and perform statistical analysis- Solicit feedback from customers to assess whether their requirements are met- Submit detailed reports to appropriate executives- Be on the lookout for opportunities for improvement and develop new efficient procedures**Job Requirements**- Females (Graduates Only)- Excellent communication skills- Coaching skills- Previous experience is the same field & Job title is a must.**Salary**: E£6.00 - E£7.00 per monthApplication Question(s):- Are you based in Alexandria?- What is your expected salary?**Experience**:- quality assurance: 2 years (required)- Customer service quality assurance: 2 years (required)