- Monitor inbound and outbound calls/activities and evaluate agents' performance concerning the quality of service offered through different channels.
- Monitor either remotely or on a recorded basis and evaluate agents and team leaders' performance
- Compile and track performance for teams and individual levels.
- Record Quality Assurance results per transaction on a daily, weekly and monthly basis.
- Provide supervisors with detailed, clear, and professional performance feedback.
- Provide voice of customer reports, Analyzing and investigating products and service complaints or reporting quality issues to ensure closure in accordance with company guides
V.Good in English.Experience 3 years at least as a Contact Center Quality Specialist .Knowledge of customer service principles and practices.Knowledge of COPC principles and practices.Experience in Medical is A PLUSExperience Saudi & Gulf Market is PLUSExcellent Ability in relevant computer applications (Microsoft Excel and PowerPoint).Advanced troubleshooting and multi-tasking skills.Proven experience in managing large projects.