career saudi Quality Assurance Specialist - Call Center
jobs description: jobs in Saudi Quality Assurance Specialist - Call Center
Key Responsibilities
• Manage quality of calls across Call Centers & Billing Operations through sampling to ensure consistency and quality of customer service
• Conduct mystery calls to the Call Centers in order to spot check quality
• Manage quality of agent interaction through a closed loop quality assurance system to improve agent productivity (call monitoring, KPIs, etc.)
• Ensure training needs are captured and communicated to Training section
• Manage implementation of shift scheduling
• Develop improvement initiatives on measuring quality across Customer Care
• Capture information on employees performance based on a comprehensive performance model
• Ensure all Call Centers KPIs are being met as required; conduct root cause analysis and escalate issue when necessary
• Ensure STC customer experience and customer satisfaction standards are being followed by partner
• Escalate system issues
• Ensure proper implementation of non-system related policies, and procedures for call centers
• Audit call centers on policies and procedures implementation
• Develop new procedures and policies when required
• Provide pro-active quality management support to the assigned projects
Job Details
| Posted Date: | 2021-11-05 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Saudi Arabia |
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