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Quality Monitoring Agent

ECCO Gulf WLL - Qatar - Doha
Employment: Full Time
Job Description

  • Monitors the accuracy and quality of information provided to the customers by the call center agents, against the predefined quality standards and targets, with a view to enhance customer satisfaction.
  • Ensures effective implementation of the Call Center Quality Assurance policies and procedures internally in the section and across all cross-functional departments, as developed by the Head of Call Center Quality Assurance
  • Conducts surveys and ensures accurate recording of customer details through phone calls by the call center agents.
  • Ensures effective maintenance of the call centers’ quality assurance database.
  • Carries out and ensures the compliance of all activities within the Call Center Quality Assurance Section are in-line with Client health and safety regulations.
  • Handles quality observation activities for customer phone calls (Arabic and English), to ensure that call center agents answer all calls in compliance with Client quality standards.

REQUIREMENTS AND QUALIFICATIONS

  • Bachelor’s degree or equivalent in any discipline.
  • 5 years of experience in customer Service and 2 years as same level
  • Proficient knowledge of customer service, and standard office practices and procedures.
  • Proficient computer skills.
  • Proficient standard office equipment skills.
  • Strong people skills.
  • Written and Spoken Both English and Arabic is a privilege,
Apply on the Job Website
Post date: 23 October 2024
Publisher: LinkedIn
Post date: 23 October 2024
Publisher: LinkedIn