• Monitor calls and tickets to ensure that Agents are delivering a high level of customer service.
• Conduct individual and grouped coaching sessions for Agents to address strength areas and improvement opportunities, educate agents on what can be done to ensure high quality of service.
• Deliver coaching feedback.
• Provide structured and timely recommendations; verbal and/or written feedback to Call Center Manager, Call Center supervisors and team leaders.
• Evaluate randomly captured calls and tickets for agents, on a regular basis based on defined performance areas.
• Participate in the design of quality monitoring forms and quality standards.
• Use Call Center tools to gather data and analyse trends or patterns affecting quality.
• Identify training needs for Agents.
• Create customers surveys to capture customer perspective and analyse data to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
• Deliver reports that support identifying needs and expectations of customers.
• Prepare quality reports for Management review.
• Meet monthly KPIs set for quality.
• Support the management in applying CC center motivational activities.
• Research and keep abreast with leading CC practices and industry standards, and prepare recommendation plans on how to apply innovative techniques to improve service delivery
• Conduct any other activities relevant to the job
Please send your CV to hr qexpress @ yahoo .com
UAE