Quality Officer- Customer Care 2 positions العربية

Quality Officer- Customer Care 2 positions

Trans Skills Group

Posted on : 28-11-2024

Employer Active

1 Vacancy

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Jobs by Experience

5years

Job Location

Dubai - UAE

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 28-11-2024

Job Description

A degree in a relevant area such as business management is particularly

useful especially if it includes quality management modules.

Excellent documentation and presentation skills

Excellent knowledge of Microsoft Office & data analytics.

Profound knowledge of quality control standards.

Practical experience in quality assurance procedures.

Strong interpersonal skills including adeptness in delivering constructive

feedback.

Effective organizational skills and familiarity with goalsetting

methodologies.

Evidence of skill in data visualization and understanding of support metrics.

Understanding of fundamental business metrics and their relationship with

support operations.

Requirements

Key Responsibilities

Establish and refine internal standards for support and quality assurance.

Evaluate support engagements against predetermined quality benchmarks.

Provide agents with constructive feedback and guidance during regular

meetings.

Engage in dialogue with agents to elaborate on and clarify feedback.

Analyse customer service metrics and their correlation with support team

performance.

Devise strategies to enhance support KPIs.

Assist in enhancing agent performance through targeted guidance and

ongoing support.

Identify training and onboarding needs and spearhead relevant initiatives.

Monitor customer service performance at both individual agent and team

levels.

Generate comprehensive reports reflecting support performance.

Communicate support team performance findings to upper management.

Participate in calibration sessions to ensure consistency in internal

evaluations.

Foster a positive team culture

Employment Type

Full Time

Company Industry

Business Consulting and Services / Outsourcing and Offshoring Consulting / Telephone Call Centers

Key Skills

Apply Now

About Company

Trans Skills Group

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Quality Officer- Customer Care 2 positions

Trans Skills Group

Job Description

Requirements

Employment Type

Company Industry

Key Skills

About Company

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