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Mecca

    Quality Assurance Specialist Contact Center - Mecca, المملكة العربية السعودية - Jupiter Power

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    وصف
    • Maintain and develop internal support and contact center quality standards.
    • Review a subset of support agents' conversations (calls, emails, chat, etc)
    • Assess support interactions based on internal standards;
    • Accompany evaluations with meaningful and constructive feedback;
    • Discuss and explain feedback with agents in regular meetings;
    • Analyze all customer service metrics (e.g. CSAT, FRT, ART, AHT) and how the support team's performance affects those KPIs;
    • Create strategies to improve support KPIs;


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    Maintain and develop internalsupport and contact center qualitystandards. · Review a subset of supportagents' conversations (calls, emails, chat,etc) · Assess support interactions based oninternal standards; · Accompany evaluations withmeaningful and constructive feedback; · Disc ...

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