Quality Assurance Analyst

1 week ago

مصر, Egypt IntouchCX Full time

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

As Quality Assurance Analyst (French/English Bilingual), You Will
- Complete fundamental audits based on the parameters and requirements provided by the client
- Coach CSRs on accuracy/quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report training and process gaps to key stakeholders
- Distribute partner and company related correspondence and memo to all CSRs team members
- Perform other duties as assigned

As Quality Assurance Analyst (French/English Bilingual), You Have
- Must be bilingual in both English and French, written and verbal. Language proficiency will be a key competency to be successful in this role
- A University and/or College Degree / diploma
- 1 year of front-line contact center experience (preferred)
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Ability to type 30 wpm minimum with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to make fair and consistent judgments and decisions
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Ability to work a variety of shifts including days, afternoons, evenings and holidays

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