Responsibilities:
* Monitor & score all types of customers' transactions remote & side by side based on the Quality Monitoring Forms.
* Coach errors (non-critical and critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls.
* Create and update call scenarios for new and existing accounts.
* Prepare the audit plan and ensure that it reaches the objectives.
* Maintain professionalism and monitor the improvement activities in the department.
* Delivering coaching to agents and tracking the outcome of the coaching.
* Measuring the improvements regarding the monitoring & coaching process.
* Creating the weekly and monthly presentations.
* Provide structured feedback and coaching data to the management on a weekly basis.
* Participate in Calibration Sessions and Quality Meetings.
* Escalates repeated defects to management.
* Provide evaluation for new agents after training.
* Measure and report the effectiveness of training by administering tests and evaluations.
* Ensure the consistency of all quality monitors and follow up on calibration results.
* Analyze quality scores & customer complaints and share the insights along with the action plan to improve QA scores and processes.
* Provide reports of QA results per transaction on a daily, weekly, and monthly basis.
* Generate reports requested by the Client or Management
* Respect and apply company vision, mission, and values.
* Cooperate with the operations team to implement and maintain quality assurance standards.
* Implement the COPC processes & standards.
* Performs miscellaneous job-related duties as assigned.
Requirements:
* Bachelor's Degree.
* Level of English: Good Level.
* Experience in Call Center Minimum 6 months /1year.
* Knowledge of coaching and people-development skills through call listening, quality feedback, etc.
* Strong organizational & customer-oriented skills
* Excellent data collection and Analysis skills.
* Knowledge of auditing standards
* Good knowledge of MS office
* Strong Awareness of the account's Knowledge.
* Coaching and monitoring Skills.
* COPC background is preferred.
* Problem-solving skills.
* Excellent leadership and verbal and written communication skills
* Decision-making skills
* Motivation &Time Management Skills
* Multitasker
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