Job Description:Role Title: Contact Center Quality Assurance ExecutiveWork location: Al Zahia , SharjahWork Type: Outsourced, Full time, On-siteWorking Days: 6 days of the week, 1 day offThe Contact Center Quality Assurance Executive is required to perform below tasks:-· Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.· The QA will monitor inbound and outbound calls, chat and email responses.· Track customer service and conformity as per company policies and procedures· The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience· Participates in the design of call monitoring formats and quality standards· Performs call monitoring and provides trend data to site management team· Uses quality monitoring data management system to compile and track performance of team· Performs monitoring of customer care email responses· Coordinates and facilitates call calibration sessions for call center staff· Provides feedback to the call center manager· Prepares and analyses internal and external quality reports for management staff review.Interested candidates, kindly share your cv on with email subject as 'QA Executive'RequirementsRole Title: Contact Center Quality Assurance ExecutiveWork location: Al Zahia , SharjahWork Type: Outsourced, Full time, On-siteWorking Days: 6 days of the week, 1 day offThe Contact Center Quality Assurance Executive is required to perform below tasks:-· Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.· The QA will monitor inbound and outbound calls, chat and email responses.· Track customer service and conformity as per company policies and procedures· The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company’s customer service experience· Participates in the design of call monitoring formats and quality standards· Performs call monitoring and provides trend data to site management team· Uses quality monitoring data management system to compile and track performance of team· Performs monitoring of customer care email responses· Coordinates and facilitates call calibration sessions for call center staff· Provides feedback to the call center manager· Prepares and analyses internal and external quality reports for management staff review.Interested candidates, kindly share your cv on with email subject as 'QA Executive'BenefitsVisa and Medical Insurance
