Quality Assurance Officer(Customer Service)

· Participate in the development of call monitoring style and industry best practices.

· Monitor calls and report data regarding contact center team.

· Gather and track individuals and team progress using a quality tracking data management system.

· Review customer care email replies on daily basis.

· Participate in client and consumer listening initiatives to discover consumer requirements and expectations.

· Deliver actionable services to multiple internal support groups as required.

· Provide feedback to the team leader and supervisors in the Contact center.

· Assist in establish process and SOP overall the department.

· Support all team members in any difficult case through calls, emails or chat,….,Etc.

· Assess and support interactions as per internal standards operations process.

· Assist in implementing evaluations for all staff members and performance level for all staff to observe training needs.

· Inform and transfer any negative performance feedback for the agents in coordination with team leader.

· Recommend improvement methodology for quality manager which can enhance the existed strategy.

· Support agents improve their performance with specific instructions and constant support.

· Identify the need of training needs overall the team and schedule onboarding programs specially in project entry phases.

· Create the required reports regarding staff performance or service quality.

· Assist in improving team cultures to positive manner.

· Issue analysis reports for contact centre data as required.

· Timely close looping of competitor addition and SLA adherence.

· Driving productivity to ensure no SLA breaches.

Requirements:

1. Requires a bachelor’s degree, preferred on management field.

2. one year of Experience in the customer service felid.

3. Excellent communication and analytical thinking skills.

4. Problem-solving capabilities to create meaningful strategies to improve support quality.

5. Proficiency with technology, especially computers, software applications, and phone systems.

6. Exceptional verbal and written communication skills.

7. Strong understanding of company products, policies, and services.

8. Excellent in using Microsoft Excel, word, and PowerPoint.

9. Excellent time-management skills.

10. Communication and decisions making skills.

11. Previous experience in leadership qualities and ability to motivate people.

12. Ability to multi-task and manage time properly and effectively.

13. Experience in Customer Services Operations (Customer Service, Sales).

Job Type: Full-time