German Quality Coach
Majorel
- Cairo
- Permanent
- Full-time
- 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 external quality reports for management review
- Hold calibrations and meetings with internal and external teams
- Conduct presentation & business simulation with new hires
- Evaluate and validate customer feedback to identify key behaviors that drive and improve CSAT
- Give recommendations for process improvements based on the customer experience and feedback
- Provide KB and soft skills sessions
- Provide coaching and side-by-side monitoring for outliers
- Map the need for training and onboarding programs Job Requirements:
- Minimum 6 months in Majorel
- C1 German Level
- Very Good English level
- Excellent verbal, written and interpersonal communication skills
- Excellent presentation skills
- Excellent coaching skills
- Excellent analytical skills
- Good knowledge of MS Office