- Responsible for monitoring sample size of transactions from all the communication channels (Emails, Calls, Chats, Demos, etc.. ), Remote/side by side according to a specific score sheet.
- Create Tracking Sheets and maintain necessary spreadsheets & quality Assurance documents needed for the QA process/department.
- Assure customers' reachability by performing regular check up on IVRs, and routing systems of chats and calls.
- Complete and adhere to the weekly auditing samples in scoresheets, and review customers' loyalty ratings.
- Give recommendations based on transactions monitored to improve customer experience.
- Raise flags on process defects and make sure that operations adhere to the management guidelines.
- Prepare reports by collecting, analyzing, and summarizing data; make recommendations for corrections and/or improvements. /Prepares and analyzes quality reports.
Proven work experience as a Quality Assurance Specialist 1:2 YearsGood command of English written and spoken.Excellent attention to details skills. / Very attentive to details.Flexibility with rotational shifts (Monthly Schedule).Ability to investigate a case via the available resources and deliver feedback.Excellent communication skills (verbal and non-verbal). Ability to work in a fast-paced environment. Excellent time management skills.