کارشناس تضمین کیفیت مرکز تماس

منتشر شده 1 سال پیش

سمت شغلی

شرکت

حقوق

آمار رزومه‌های ارسال شده

Job Description

In Jabama we are looking for a colleague with the below job description:

Create strategies to improve contact center 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.

Employment Type