Quality Assurance Specialist Contact Center

2 months ago


Mecca, Saudi Arabia Jupiter Power Full time
  • Maintain and develop internal support and contact center quality standards.
  • Review a subset of support agents’ conversations (calls, emails, chat, etc)
  • Assess support interactions based on internal standards;
  • Accompany evaluations with meaningful and constructive feedback;
  • Discuss and explain feedback with agents in regular meetings;
  • Analyze all customer service metrics (e.g. CSAT, FRT, ART, AHT) and how the support team’s performance affects those KPIs;
  • Create strategies to improve support KPIs;


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