Quality call Consultant

1 month ago

Cairo, Egypt mashreqbank psc Full time
  1. To monitor calls and evaluate performance of PBAs with regards to the quality of their service according to mashreq quality procedures & parameters
  2. To assess in setting call quality standards and call quality parameters and PBA scoring sheet.
  3. To evaluate overall “ service quality” of calls for the call center and make necessary recommendations to raise the standard.
  4. Develop scripts for the most frequent call experiences and to tailor any scripts produced by the service team.
  5. Capture and report customer feedback towards continual product development. Make recommendations for product/ process improvements based on the customer experience and feedback.
  6. Think creatively and challenge existing procedures to facilitate ongoing change in customer service.
  7. To work closely with team leaders & center manger to make recommendations for training and filling the gaps. Conduct training with regards to call handling techniques and quality procedures & parameters
  8. Be responsible for the over all training of the call centre staff including in bound, out bound agents and TLs
  9. Very close interaction with Mashreq training centre and product manager for any new products launches and amendments
  10. Develop and conduct quizzes to evaluate product knowledge & work proceduers. Assess results and flow with coaching and counseling.
  11. Managing the call recording equipment and responsible for reporting any down time to the call center manager.
  12. Responsible for new joiners induction process and products , quality training which will include call protocol and telephone techniques
  13. Provide actionable information on DBC - EGYPT call volume, trends, customer behavior
  14. To assess in setting the call center & quality key performance indicators for the call center.
  15. Provide highly technical and analytical support for managing Mashreq, Direct Banking Centre Egypt. Also create and deliver all the required MIS reports for the call center team to the call center manager and team leader
  16. Supporting Management and leading motivation programs, call center of the month and best performers.

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