Customer Intelligence & Quality Officer

؜ - ؜Dubai ؜ -

Job details

Job Information


Industry
Communications
City
Dubai
State/Province
Dubayy (Dubai)
Country
United Arab Emirates
Zip/Postal Code
‎337-‎1500


Job Description



  • Support towards ensuring that Quality monitoring evaluation targets are met.

  • Conducts Coaching sessions related to voice calls (inbound and outbound) to amplify the agent's strengths on a weekly basis. Supports Customer Quality Officer in coaching sessions related to non-voice customer engagements.

  • Random real-time monitoring of calls by conducting side by side evaluation.

  • Collates all necessary data required for reporting purposes.

  • Fully capable of taking on the tasks of Customer Support & Services Junior Officer and managing all types of customer engagements - voice (inbound and outbound) and non-voice.

  • Supports Customer Quality Officer in conducting regular calibrations with the Customer Quality Junior Officers (if applicable) and the Customer Support & Services team across all projects.

  • Extremely familiar with operational know-how of Genesys and its functionalities (outbound and inbound projects), and able to take on responsibilities of a Customer Support & Services Junior Officer (Call Agent) to support the operation - as directed by the Customer Support & Services Manager and/or Contact Center Supervisor and/or Customer Quality Officer.


**


Requirements**
*
BA Degree or equivalent
* ‎3 years ' experience in Customer Service
* Fluent in English writing/speaking - fluency in Arabic is also preferred.
* Outstanding leadership, interpersonal, and problem-solving skills.
* Excellent verbal and written communication skills.
* Effective listening skills
* Ability to adapt to change and multi-task are essential qualities.
* Advanced Skills in Microsoft Office
* Excellent time management
* Excellent team player


**


Benefits**
As per JAM Group Policy

Job Summary

  • Advertiser: Juma Al Majid Holding Group
  • Announcement date: 13/03/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Dubai
  • Salary: -
  • Phone number: -

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