Quality Assurance Officer - Call Center


Experience Needed:1 To 5 Years

Career Level:Experienced (Non-Manager)

Education Level:Not Specified

Salary:10000 To 12000 EGP Per Month, Medical, Social & Life Insurance

Job Description

Monitoring transactions, "inbound & outbound".

Identify performance gaps.

Evaluating quality and provide constructive feedback to employees and process owners to ensure that the employees improve, processes are modified as needed and future transactions are defect-free.

Deliver the needed feedback according to employee performance.

Follow designed company standards and monitor short term and long-term employee performance.

Support employees across all lines of businesses to achieve performance excellence.

Develop all assigned action plans agreed with management.

Report any process or company image violation to management.

Adhere to company attendance ethics regulations.

Review the implementation and efficiency of quality.

Collaborate with Trainer to identify training needs

Job Requirements

Proven work experience as a Quality Assurance Specialist or similar role in call center industry

Working knowledge of tools, methods and concepts of quality assurance

Solid knowledge of relevant regulatory standards

Good communication skills, both verbal and written

Excellent data collection and analysis skills

Strong attention to detail

Relevant training and/or certifications as a Quality Assurance Specialist

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