Jobs in Egypt - Spanish Quality Analyst at Digital Works
Spanish Quality Analyst at Digital Works
Job Description:
-The role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs.
-The QA will review and grade customer contact events for technical accuracy, compliance with policies and procedures and observable soft skills.
-Provide feedback to assist in the creation of quality standards and performance improvement goals
. -Performing Case and Call assessments within agreed timeliness Producing Quality Reports.
-Providing feedback to the Quality Manager, Team Leaders, and Coaches
-Listen to Calls both Live and recorded Daily Case monitoring Compile,
-Analyze and publish quality data Investigate and determine the root cause of customer complaints One on One feedback sessions
Calibration with team members and other support staff Analyze Customer surveys.
Competencies
- Knowledge of customer products: Quality of service Customer-specific processes and procedures Customer Certification Client specific escalation/complaint processes and procedures
- Knowledge of specific processes: Customer Feedback / Complaints / Compliments
- Tool Specific Knowledge: Performance review /Emergency Process /Mastering internal applications /Mastering customer applications /Mastery of databases / Reporting /Mastery of the quality grid /MS Office & SharePoint
Job Requirements:
(Behavioral Competencies)
- Relational: Ability to perceive and understand what others think or feel, beyond what they express.
- Knowledge acquisition: Ability to actualize and develop knowledge for itself and propensity to disseminate it and make it appropriated by others.
- Editorial techniques: Ability to adapt editorial to the message and target selected for impact (inform, adhere, mobilize).
- Oral expression: Ability to express oneself in a clear, fluid and effective way, both face-to-face and in groups, or in sensitive situations that may involve his or her service, his or her direction, and see the company.
- Cooperation / Teamwork: Willingness and ability to work with others as part of a team (or a transversal project within the company that does not necessarily involve hierarchical relationships) in order to achieve a goal Rather than working alone or competing with others.
Language:
- Fluent Spanish Written and spoken
To Apply:
https://dgitalworks.freshteam.com/jobs/8plNziMGBdnK/spanish-quality-analyst
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