Customer Relation Quality Assurance Officer

Kuwait, Kuwait

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Job Description

We are looking for Customer Relation \xe2\x80\x93 Quality Assurance Officer to measure Call Center performance compliance vis-a-vis the expectations of the Call Center Agent overall behaviour & empathy. The position will also be responsible to assess the overall performance of Jazeera\xe2\x80\x99s call center and review inbound and outbound calls, assess agents\xe2\x80\x99 demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures, as well as submit recommendations for enhancements of the overall customer\xe2\x80\x99s experience. Responsibilities and Duties:

Highlight areas of risk within the business (the call center, call administration, and customer care) to ensure business risk reduction
Provide solutions to improve the overall performance of the call center
Analyze call, voice, and email quality made by call center agents and work on improving the same
Define and address potential customer interaction issues
Review and evaluate customer feedback to increase satisfaction and improve sales closings
Propose new ideas to be implemented with immediate effect to enhance customer service and satisfaction
Measure call center quality metrics and evaluate the level of service scores
Review and evaluate the targets achieved by call center agents (daily, weekly, and monthly)
Assess agents\' knowledge, skills, and overall performance
Listen to live or recorded calls
Attend TKD Agents One-on-One Interface with Walk-in Passengers
Implement customer satisfaction surveys
Set KPIs for Call Protocol and Customer Satisfaction

Requirements and Qualifications:

Bachelor\xe2\x80\x99s Degree in relevant subject
Minimum 2 years of experience in Quality Assurance & Customer Service
Relevant experience in Banking, Automobile, Aviation & Telecommunication is preferred
Excellent English communication skills. Arabic will be an added advantage
Attention to details, quality, and meticulousness of tasks

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