Quality Assurance Specialist
7 months ago
**About Us**:
Join one of the leading Translation & Localization Companies in the world Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We're currently expanding our team globally, join our global team in our new journey now
**Job Summary**:
- 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
- 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
**Key Requirements**:
- Exceptional listening and analytical skills
- Detail oriented
- Flexible
- Attention to details
- Teamwork
- Work effectively with mínimal supervision.
- English language Fluency **is a must**.
- Minimum **1 year** of experience in **QA**, especially in **call center**.
- Experience developing and implementing QA programs is highly preferred
- Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
- Exceptional listening and analytical skills
- Proficient in Word, Excel, and PowerPoint for presentations and reports required
- Salesforce experience preferred
- Able to sit or stand for frequent periods in the same location with some opportunity to move about.
**Working Conditions**:
- Working days: Monday to Friday.
- Working Hours: 04:00 PM to 01:00 AM.
- Hybrid.
- Office Location: Al Maadi.
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