Quality Assurance Specialist Contact Center - Mecca, المملكة العربية السعودية - Talent Pal

وصف

Salla a leading informationtechnology and services company is seeking a highly competentQuality Assurance Officer to join our team.

Asa Quality Assurance Officer you will be responsible for ensuringthat our companys software and applications meet the highestquality standards.

Your work will play a vitalrole in the success of our business as it will ensure that ourcustomers receive a services that meets their needs.

The ideal candidate is a detailoriented person who ispassionate about delivering quality service.

Ifyou are up for the challenge we want you to join ourteam.

Responsibilities

• Maintain and develop internal support and contact centerquality standards.
• Review a subset of support agents conversations (callsemails chat etc)
• Assess support interactionsbased on internal standards;
• Accompany evaluations with meaningful and constructivefeedback;
• Discuss andexplain feedback with agents in regular meetings;
• Analyze all customer servicemetrics (e.g. CSAT FRT ART AHT) and how the support teamsperformance affects those KPIs;
• Create strategies to improve support KPIs;
• Help agents improve theirperformance with specific instructions and constantsupport;
• Map the needfor training and onboarding programs and initiate theseprojects;
• Monitorcustomer service performance on the agent and teamlevel;
• Create reportsthat reflect support performance;
• Report support teams performance tohigherups;
• Participatein calibration sessions to maintain consistency in internalevaluations;
• Contribute to the team culture in a positive manner.

Requirements

• 5 years of experience in the customer carequality assurance space
• Proven track record of analytical skills and statisticalanalysis
• Great people skills and ability tocommunicate (negative) feedback
• Good organizational skills knowledgeable of goalsettingpractices
• Examples ofdata visualization abilities and understanding of supportmetrics
• Perception ofbasic business metrics and how support impacts those
• Problemsolving capabilities tocreate meaningful strategies to improve support quality.