Job Purpose<br/><br/>Jobholders at this level carry out specific tasks independently but are subject to close supervision. They contribute to the completion of required simple operational tasks by monitoring customer interactions via different channels and platforms and providing feedback on observations. They research, collect and analyze information, draft reports and documents, participate in specific meetings and develop their own professional expertise.<br/><br/>Roles And Responsibilities<br/><br/>Update and apply Contact Center standards and metrics (i.e. response time, handling time, unanswered calls, productivity metrics, etc.) to ensure that agents are compliant with ZATCA's client-centric approach<br/><br/>Perform mock calls periodically with new insourced agents to determine readiness and capability to handle ZATCA's customers<br/><br/>Implement contact center quality processes and procedures and provide suggestions for improvements to training materials to enhance service delivery<br/><br/>Identify new quality assurance compliance opportunities and evaluation methods to better capture insights resulting from agents/customers interactions<br/><br/>Provide support in enhancing scripts, FAQs, service charters and service catalogues in coordination with internal stakeholders<br/><br/>Conduct quantitative assessments to identify underperforming KPIs and depict SLA violations and escalate findings to Contact Center Quality Monitoring Manager for decision making<br/><br/>Run qualitative assessments (e.g. call monitoring, mystery caller, sampling, etc.) to measure agents' performance against ZATCA's guidelines and policies<br/><br/>Categorize service observations, compile and analyze statistical data and conduct root cause analysis to identify operational deficiencies and recommend improvements<br/><br/>Analyze/audit service incident data, emails, voice clips, messages, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the call center and on social media platforms<br/><br/>Develop reports based on qualitative and quantitative assessments and observations results, highlight non-compliance cases and escalate for decision making<br/><br/>Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner<br/><br/>Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner<br/><br/>Escalate complex problems to the relevant person to ensure cases/issues are closed properly<br/><br/>Perform other duties as requested<br/><br/>Train junior staff on the different job activities to ensure transfer of know-how, when applicable<br/><br/>Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff<br/><br/>Support junior staff or direct reports in order to execute their duties according to set policies and processes<br/><br/>Job Qualifications And Requirements<br/><br/>1-2 years of relevant experience<br/><br/>Bachelor's degree in Business Administration or equivalent is required
#J-18808-Ljbffr