"Quality Specialist " Customer Service and call center "
Giza Systems
Cairo
Permanent
Full-time
12 days ago
Job DescriptionMain Responsibilities :-- Perform, follow up and maintain target based on transaction quality monitoring and ensure accuracy and effectiveness- Review, highlight and report process levels gaps and areas of opportunities- Validate, track and ensure accurate and detailed feedback is uploaded for every monitored transaction- Observe, perform and realize processes improvement initiatives and deliver results- Monitor, validate and raise violations for issues impacting customer and business with the followed violations process- Ensure and oversee applying a low variation in calibration.- Create, share and provide timely floor dipstick reports on new briefing and updates- Perform and apply of Mystery Calling to gauge process dipstick.- Provide, transfer and present a timely feedback to agents according to the repeated mistakes or any new service- Prepare, execute and provide variance reporting to the department HOD.- Track, follow up and assure the compliance of the corrective actions.- Ensure compliance to monitoring and feedback process by Meeting audit targets.- Maintain confidentiality in all matters related to work and information.- Perform any other duties assigned Call monitoring and evaluation.Personal SkillsRequired skills :-- Flexibility and Openness to Change- Communication- Customer Focus and Results Orientation- Teamwork - Accountability - Initiative- Delegation and coaching - LeadershipTechnical Skills· Bachelor's degree in business administration, Quality Assurance or any related field· Relevant Professional Certification (six sigma, Lean sigma etc.) is preferred .
