Quality Assurance Specialist

1 month ago


Cairo, Egypt Future Group Egypt Full time
  • Monitor Agents calls and review emails for accuracy of information and call handling standards
  • Ensure that Agents are delivering a high level of customer service using call driver analysis, repeat caller analysis and other data consolidation tools
  • Verify that agents are providing accurate solutions to customers
  • Record evaluations utilizing departmental quality monitoring forms
  • Deliver coaching feedback to supervisors and/or agents on call and email performance
  • Provide Supervisors and Managers with regular performance feedback on the agents
  • Prepares and analyzes quality reports for Management review
  • Perform root cause analysis and report to management
  • Participate in development of reference documents to drive quality improvement
  • Participates in the design of quality monitoring forms and quality standards
  • Conducting Calibration sessions with supervisors and management
  • Conducting counter audits to ensure Sage is calibrated
  • Transcribing calls for management and/or legal
  • Perform any other duties as assigned


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