Quality Controller Contact Center

Dubai, United Arab Emirates

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A Well known call center company looking to hire Quality Controller who could Performs call monitoring and provides trend data to the management. Outstanding customer service skills and dedication to providing exceptional customer care.

Job Responsibilities :

Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the management.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitors of customer care email, webchat and social media responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provide feedback regarding monitoring scores and identify strengths and weaknesses
Coordinates and facilitates call calibration sessions for customer care centre staff.
Provides feedback to customer care centre leaders.
Prepares and analyses internal and external quality reports for management staff review.
Assist in developing training and competencies based on trends quality and metrics.
Perform other duties as assigned.
Apply quality-based incentive scheme to maximize productivity and drive the motives of the team.
Contributes to developing, implementing, and enforcing the Service Quality Manual that covers policies and operating procedures for the department activities.
Assists in conducting market research 002C benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based
Interpreting data, analysing results and provide ongoing reports which required from management
Monitor and follow up performance and work progress out of working hour and during the public holiday.

Required Skills:

Excellent verbal, written and interpersonal communication skills.
Outstanding customer service skills and dedication to providing exceptional customer care.
Must be self-motivator and self-starter.
Focus on quality and customer service.
Exceptional listening and analytical skills.
Solid time management skills.
Coaching and counselling Skills.
Must be able to effectively deal with people at all levels inside and outside of the Company.
Creative ability & writing proficiency.
Ability to multitask and successfully operate in a fast paced, team environment.
Must adapt well to change and successfully set and adjust priorities as needed.
Must be proficient with Microsoft Office.
Bi-lingual

Minimum Qualifications

4+ years contact center experience
4+ years quality control experience
Bachelor\xe2\x80\x99s degree
Fluent in English & Multi-language speaker can be selected as priority,
Must be available inside UAE, working, on VISIT VISA or Cancel Visa for interview.
Confident with all Microsoft Office packages.
package include: Salary, Incentive and Benefits

Job Type: Full-time Salary: AED5,000.00 - AED7,000.00 per month Experience:

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