Quality Specialist
6 days ago
A call center quality specialist monitors and evaluates customer interactions across channels like calls, emails, and chats to ensure adherence to quality standards and improve customer experience. Key responsibilities include performing quality audits, providing constructive feedback to agents, analyzing performance data for trends, and collaborating with management and training teams to implement improvements. This role also involves helping develop and refine quality scorecards and ensuring compliance with company policies and regulations.
Core responsibilities
Monitoring and auditing: Listen to call recordings, read chat logs, and review emails to assess agent performance and compliance with company standards.
Feedback and coaching: Provide constructive and actionable feedback to agents to help them improve their performance.
Performance analysis: Analyze quality metrics like customer satisfaction (CSAT) and first-call resolution (FCR) to identify trends and areas for improvement.
Quality assurance development: Help create, maintain, and update quality scorecards, guidelines, and standard operating procedures (SOPs).
Calibration: Participate in calibration sessions with other evaluators, team leaders, and trainers to ensure consistency in scoring and evaluations.
Reporting: Prepare reports on performance trends, quality issues, and compliance for management.
Collaboration: Work with training and coaching teams to develop targeted training programs based on identified skill gaps.
Process improvement: Make recommendations for process improvements based on customer feedback and performance data.
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Cairo, Cairo, Egypt Quality Inn & Full timeWe're hiring Quality Specialist-(Call Center/GSM)Requirements:-English level B2-Quality experience as Quality for 1 year.-Call Center and GSM Mobile background.-Experience in the telecom industry (Accounts) is a must like -COPC awareness and knowledge.
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