- 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
Experience 3 years at least as a Contact Center Quality Specialist. V.Good in English. Experience in Medical is A PLUS Experience Saudi & Gulf Market is PLUSCOPC Certification is a mustKnowledge of customer service principles and practices.