Job Description
-Monitor inbound & outbound calls and evaluate agents’ performance concerning the quality of service offered through all channels.
-Monitor different tickets related to different departments
-Design quality rules and guidelines to achieve the highest performances with team managers.
-Conduct presentation & business simulation with new hires.
-Create and develop training materials to train the agents delivering the best customer experience.
Job Requirement -Previous experience in training.-Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes. -Ability to build SOP/training materials (Strong skill in MS applications.)