Contact Center Quality Specialist / Coach - Female

Al Ain, UAE


  • Employment Type

    Full time

Job description

    Job Scope:
    • Handling quality control of the data entry & voice processes
    • Coach employees to improve quality levels
    Job Description
    • Ensure complete understanding of the data entry & voice operations and KPIs.
    • Perform quality control activities as defined from time to time.
    • Ensure quality SLAs are met as agreed with stakeholders.
    • Implement ways to continuously improve quality of the team.
    • Update SQMS evaluation forms (Voice & Data Entry).
    • Conduct and be part of process calibration sessions.
    • Develop and implement improvement plans for low performers.
    • Conduct mock calls in case of voice LOBs.
    • Certify and accredit nesting waves.
    • Provide inputs for, update SQMS Coaching forms and participate in coaching sessions; update coaching form as required.
    • Maintain professional and consistent communication with the client
    • Understand client expectations and guide team to achieve them
    • Ensure reports are sent on time with 100% accuracy at all times
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