In Jabama we are looking for a colleague with the below job description:
● Create strategies to improve support KPIs.
● Develop internal support and call center quality standards.
● Analyze all customer service metrics and how the support team’s performance affects those KPIs.
● Map the need for training and onboarding programs and initiate these projects.
● Monitor customer service performance on the agent and team levels.
● Help agents improve their performance with specific instructions and constant support.
● Evaluate customer service quality.
● Provide ongoing feedback to support agents.
● Create reports that reflect support performance.
Requirements
● More than two years of experience in quality assurance.
● Excellent verbal, written, and interpersonal communication skills.
● Advanced in Microsoft Office.
● Problem-solving capabilities to create meaningful strategies to improve support quality.
● Great people skills and ability to communicate effective feedback (both positive and negative).
● Thorough knowledge of customer service processes.
● Good listener.
