Job Responsibilities:
* Provide clear insight into performance drivers and the levers which impact performance
* Compile and track performance for teams and individual level in terms of their quality scores
* Ensure and maintain quality of service provided by the team
* Audit and provide solid feedback for improvement
* Mentor and maintain Agent's performance
* Ensure that all agents meet statistical quality targets and provide action plans for those that fall below expectations.
* Hold weekly coaching sessions with the team
* Provide action plans and recommendations to the management
* Provide program and agent performance reporting, including statistical analysis and reporting
* Collaborate with trainers and SMEs to establish a positive team environment that supports and reinforces best-in and out of-class customer service practices
* Provide recommendations to management & Client regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
* Maintain department reporting of QA scores and trending
* Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
* Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
* Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects
Job
* Fluent English is necessary (B2-C1)
* Fluent Dutch Speaking (C1-C2)
* Quality background is necessary
* Good Communication skills
* Good Problem-solving skills
* Good Leadership skills
* Particularly good client communication skills
* Very Goo d Coaching and handling skills
* Particularly good verbal and logical reasoning
* Good Skills (Excel and PowerPoint or G-suite)
Job 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 an…
Company Description ** Homzmart** is an end to end community that connects home professionals with homeowners who can browse home designs, furniture, accessories and products and also can find reviews, referring professionals, take advice from professionals and read articles about home improveme…
**Job Title:** Dutch Insights Quality Analyst **Reporting To:** Senior Manager Insights Analytics **Purpose of the Job:** Responsible for the performance of the overall **Interaction** **A** **nalytics** **category design** in support of quality processes and leveraging tools to develop solutions f…
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 up…
Job Responsibilities: * **Monitor calls/emails** **and** **evaluate** **agents** **' performance concerning the quality of service offered through all channels** * **Compile and track performance at team** **and** **individual level** * **Prepare** **and** **analyze** **internal and** **exter…
Job Resposibilities: * 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…
For one of the biggest Multinational FMCG Companies Located in Cairo, A _" Call Center Quality Coach"_ is Urgently needed. Job description: * Conducts quality review of telephone representatives' performance in accordance to the Time and quality of the call within functionally specific units to e…
**The Company: ** Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020. We are a dynamic global telecommunications player operating in 17 countries acros…
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