Nov 3, 2023
Perform call and email monitoring, prepare quality reports, and conduct calibration sessions, requiring 2+ years in customer service QA and training.
#Menacalls is looking for a #Quality Assurance & Training Officer to join our growing Quality Assurance Team! - Key Accountabilities & Duties: • Performs call monitoring and provides trend data, quality reports, and feedback to direct QA supervisor. • Reviews email responses to Members and provides trend data, quality reports, and feedback to QA supervisor. • Participates in design of call / email monitoring formats and quality standards. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Participates in Member listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Perform other duties as assigned. Occupational Experience & Education Requirements: • Proven experience as a Quality assurance & training in Customer Service field at least for 2 years. • 3-5 years Call Center Experience.. • Outstanding customer service skills and dedication to providing exceptional customer care. • Must be self-motivator and self-starter. • Focus on quality and customer service. • Exceptional listening and analytical skills. • Solid time management skills. • Must be able to effectively deal with people at all levels inside and outside of the Company. • Creative ability & writing proficiency. • Ability to multitask and successfully operate in a fast paced, team environment. • Must adapt well to change and successfully set and adjust priorities as needed. • Must be proficient with Microsoft Office (intermediate Word, basic Excel). - Knowledge, Skills & Attributes: • Excellent listening, verbal, written, and interpersonal communication skills • Keen attention to detail • Good judgment and decision-making capabilities • An effective time manager who can perform in a fast-paced, deadline-oriented environment. • Knowledge of Microsoft Office Suite Products • Ability to organize, prioritize, adapt to change, and work in a fast-paced environment. If you are interested, Please send your CV with subject (Quality Assurance & Training Officer) to: [email protected] #menacalls #contactcenter #callcenter #hiring #QA #All_Kurdistan_Jobs
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