عن الوظيفة
Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with company standards and procedures.Conduct quality audits and provide detailed feedback to agents and team leaders.Analyze performance trends and identify areas for improvement.Prepare quality reports, scorecards, and performance dashboards.Collaborate with Operations, Training, and Team Leaders to enhance service quality.Ensure adherence to customer service standards, regulatory requirements, and internal policies.Participate in calibration sessions to maintain scoring consistency.Recommend process improvements to enhance customer experience and operational efficiency.
2–4 years of experience in Quality Assurance monitoring telesales and sales calls.The candidate should have a strong background in quality assurance within a call center environment, combined with experience in lead generation or sales. Proven ability to drive quality and performance metrics while contributing to customer acquisition goalStrong knowledge of QA methodologies, KPIs, and customer service standards.Excellent analytical and reporting skills.Experience with quality monitoring tools and performance management systems.Advanced English communication skills.Proficiency in Microsoft Excel and reporting tools.Strong coaching and feedback delivery skills.
