Quality Assurance Specialist

Future Group

Maadi, Cairo
Permanent
Full-time

22 days ago

About Us:Join one of the leading Translation & Localization Companies in the world! Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We're currently expanding our team globally, join our global team in our new journey now!Job Summary:As a Quality Coach/Specialist you will be responsible for monitoring and documenting agent communication and transactions in support of the company and departmental quality goals and initiatives. The Quality coach evaluates both verbal and written customer contacts with agents. This team member participates in the design of all quality monitoring formats and quality standards. The Quality coach will fairly and consistently review the calls and emails of agents for accuracy and coach each agent for success in executing superior service and quality to our customers. The Quality coach documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required. This role is heavily analytical and requires critical thinking skills.Job Description:

Monitor Agents calls and review emails for accuracy of information and call handling standards
Ensure that Agents are delivering a high level of customer service using call driver analysis, repeat caller analysis and other data consolidation tools
Verify that agents are providing accurate solutions to customers
Record evaluations utilizing departmental quality monitoring forms
Deliver coaching feedback to supervisors and/or agents on call and email performance
Provide Supervisors and Managers with regular performance feedback on the agents
Prepares and analyzes quality reports for Management review
Perform root cause analysis and report to management
Participate in development of reference documents to drive quality improvement
Participates in the design of quality monitoring forms and quality standards
Conducting Calibration sessions with supervisors and management
Conducting counter audits to ensure Sage is calibrated
Transcribing calls for management and/or legal
Perform any other duties as assigned

Key Requirements:

Exceptional listening and analytical skills
Detail oriented
Flexible
Attention to details
Teamwork
Work effectively with minimal supervision.
English language Fluency is a must.
Minimum 1 year of experience in QA, especially in call center.
Experience developing and implementing QA programs is highly preferred
Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
Exceptional listening and analytical skills
Proficient in Word, Excel, and PowerPoint for presentations and reports required
Salesforce experience preferred
Able to sit or stand for frequent periods in the same location with some opportunity to move about.

Working Conditions:

Working days: Monday to Friday.
Working Hours: 04:00 PM to 01:00 AM.
Hybrid.
Office Location: Al Maadi.

Since our founding in 1994, Future Group has embarked on a remarkable journey to become a global leader in the translation and localization industry.At Future Group, we take pride in our ability to consistently exceed our clients' expectations by delivering high-quality, tailored solutions that drive their success in international markets.

Future Group

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