Jobs in Egypt - Quality Assurance-Subject Matter Expert at Digital Works

Quality Assurance-Subject Matter Expert at Digital Works

Job Description:

Conducts quality review of telephone representatives’ performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
Audits representatives’ inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
Evaluates and records the quality and performance during each call.
Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
Provides critical data used to generate weekly or monthly reports on the performance of phone representatives.
Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity.
Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit’s policies and procedures.
Other duties as assigned by Management.

To Apply:

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