Operations Quality Coach
Cairo, Egypt
Job Description
Responsibilities:
- Monitor & score all types of customers’ transactions remote & side by side based on the Quality Monitoring Forms.
- Coach errors (non-critical and critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls.
- Create and update call scenarios for new and existing accounts.
- Prepare the audit plan and ensure that it reaches the objectives.
- Maintain professionalism and monitor the improvement activities in the department.
- Delivering coaching to agents and tracking the outcome of the coaching.
- Measuring the improvements regarding the monitoring & coaching process.
- Creating the weekly and monthly presentations.
- Provide structured feedback and coaching data to the management on a weekly basis.
- Participate in Calibration Sessions and Quality Meetings.
- Escalates repeated defects to management.
- Provide evaluation for new agents after training.
- Measure and report the effectiveness of training by administering tests and evaluations.
- Ensure the consistency of all quality monitors and follow up on calibration results.
- Analyze quality scores & customer complaints and share the insights along with the action plan to improve QA scores and processes.
- Provide reports of QA results per transaction on a daily, weekly, and monthly basis.
- Generate reports requested by the Client or Management
- Respect and apply company vision, mission, and values.
- Cooperate with the operations team to implement and maintain quality assurance standards.
- Implement the COPC processes & standards.
- Performs miscellaneous job-related duties as assigned.
- Bachelor's Degree.
- Level of English: Good Level.
- Experience in Call Center Minimum 6 months /1year.
- Knowledge of coaching and people-development skills through call listening, quality feedback, etc.
- Strong organizational & customer-oriented skills
- Excellent data collection and Analysis skills.
- Knowledge of auditing standards
- Good knowledge of MS office
- Strong Awareness of the account’s Knowledge.
- Coaching and monitoring Skills.
- COPC background is preferred.
- Problem-solving skills.
- Excellent leadership and verbal and written communication skills
- Decision-making skills
- Motivation &Time Management Skills
- Multitasker
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1444261
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationCairo, Egypt
-
EducationNot mentioned