Roles & Responsibilities
- Call Quality Assurance Analyst is responsible for assessing the quality of the performance of our Telesales associates who deal with our existing and potential clients/customers.
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
- Participates in calibration sessions/call listening sessions with Call Quality Leadership staff, Operations, and clients to ensure scoring consistency and best practices.
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
- Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
- Prepare reports capturing service quality trends and variances for the team / department.
- Stay current on industry trends and advancements in call quality assurance to recommend and implement best practices.
- Participate in call quality management reviews and provide valuable insights and recommendations for continuous improvement.
Requirements:
- Minimum 1+ years of experience in a call quality analyst role.
- Strong knowledge of call quality assurance methodologies, tools, and best practices.
- Excellent analytical and problem-solving skills.
Job Type: Full-time
Pay: AED8,000.00 per month
Application Question(s):
- How much salary you are looking for (In AED) ?
- Where are you from ??
- How many years of Call Quality Analyst experience you have in Dubai ?