Senior CRM Quality Assurance
6 months ago
Responsible to assist in developing a Quality and Satisfaction plans for Customer Relationship ManagementAssurance.
**Essential Responsibilities and Duties**:
1. Creates scripts for new/existing services.
2. Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
3. Trains new hires on the importance of following scripts and on best practices during a call.
4. Monitors agent’s knowledge, ability to handle objections and call closure.
5. Tracks performance of individual scripts.6. Provides quality report timely and accurate in a daily, weekly, monthly for floor managers and management.
7. Updates procedures and scripts based on customer response and changing business needs.
8. Follows all Hospital’s related Policies and Procedures.
9. Participates in self and others' education, training and development, as applicable.
10. Performs other related duties as assigned.
**Education**:
Master’s, or Bachelor’s Degree in Administration, Quality Management, Communication, Public Relation or related discipline is required.
**Experience Required**:
Three (3) years of related experience with Master’s, or five (5) years with Bachelor’s Degree is required.
**Other Requirements(Certificates)**:
Saudi National Only.
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