Quality Assurance Officer

Career Opportunities: Quality Assurance Officer (502)

Requisition ID 502- Posted -  Customer Service / Security

The Call Center Quality Assurance officer for service support is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives.

Main Duties and Responsibilities/Performance Standards

• Evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards.
• Fairly and consistently reviews the calls and emails of Call Centre Agents for accuracy and coaches each Agent for success in executing superior service and quality to the customers.
• Documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required.
• Monitors Agents’ calls and review emails & messages for accuracy of information and call handling standards, and ensures that Agents are delivering a high level of customer service.
• Verifies that agents are providing accurate solutions to customers.
• Records evaluations utilizing departmental quality monitoring forms.
• Delivers coaching feedback to agents on call and email performance.
• Provides Supervisors and the Manager with regular performance feedback on the agents.
• Assists with quarterly program by working on the delivery of the surveys and evaluating customer feedback received from the surveys.
• Prepares and analyses quality reports for Management review.
• Participates in the design of quality monitoring forms and quality standards.
• Primarily in-office support of clients and agents, with some travel as needed.
• Able to work extended hours when required.
• Able to sit or stand for frequent periods in the same location with minimum opportunity to move about.
• Ensures quality and patient safety practices are followed at all time.
• Provides and promotes People Centered care concept by involving Patient and family in all activities affecting their care and choices as applicable.
• Promotes inclusive health by working on initiatives to provide equitable and accessible care to patients and families with special needs.

Qualifications, Competences and Skills

Education: Bachelor's degree or equivalent experience in related industry

Experience: Minimum of 2 years of experience performing Quality Assurance in a call center environment preferred.

Licensure: Not Applicable

Language: Proficiency in English and Arabic languages

Computer Proficiency: Good Knowledge in MS Office Application and other software

Performance Competencies

• Experience developing and implementing QA programs highly preferred.
• Prior supervisory or leadership experience preferred.
• Proven ability to achieve and maintain departmental quality standards.
• Professional demeanor, dependable, and able to maintain confidential information.
• Exceptional listening and analytical skills.
• Strong knowledge of customer care processes and techniques.
• Must exhibit excellent leadership, communication, and interpersonal skills.
• Must have familiarity with Internet software and Windows operating systems.
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.
• Must be able to effectively communicate with agents, internal departments, clients and management.
• Demonstrated ability to train and develop new and existing support agents.
• Flexible, detailed, and able to successfully adapt to change.
• Ability to work independently.
• Excellent attention to detail.
• Experience with Real Page products or with call center quality assurance practices preferred
• Ability to work extended hours as needed.

Principle Working Relationships and Remarks

• Customer Service Manager, Call Center Supervisor and Staff

Other Preferences:

• Preferably Bilingual
• Local candidates with valid and transferable visa in Kuwait