A well-known company in Erbil · Erbil
Nov 5, 2023
Monitoring and evaluating call center quality, assessing staff interactions, providing feedback, and improving service quality. Requires fluency in Kurdish, English, and Arabic.
A well-known company in Erbil is looking for a Quality Assurance Analyst to join their call center department. About the Role: The Quality Assurance Analyst will be responsible for monitoring and assessing the quality, timeliness, and accuracy of information provided by call center staff by reviewing calls, call documentations, and written communications to ensure adherence to regulatory standards. Duties: • Perform call monitoring and provide quality reports, feedback and trend data to Senior Management. • Assess the quality and accuracy of communications through the review of recorded calls and actions taken (or not taken) by call center agents. • Assess support interactions based on internal standards. • Discuss and explain feedback with agents in regular meetings. • Help agents improve their performance with specific instructions and constant support. • Monitor customer service performance on the agent and team level. Requirements: • Bachelor’s degree or Diploma. • Fluent in Kurdish, excellent level of English and Arabic. • Hands-on experience in quality assurance and in the customer service space. • Proven track record of analytical skills. • Proficiency in using MS Office and other related applications. • Excellent communication and presentation skills. • Great people skills and ability to communicate (negative) feedback. • Ability to multitask, prioritize and manage time effectively. • Positive working attitude, demonstrate good interpersonal skills and ability to work collaboratively in a team. You may send your CVs to: [email protected] Subject Line: QA Analyst #All_Kurdistan_Jobs
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Technical / Hard Skills
Soft Skills
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