Team Quality Assurance Coordinator
1 week ago
Job Description
Morni | مرني is looking for a Team Quality Assurance Coordinator to coordinate our quality assurance efforts. As a key member of our quality assurance team, you will be responsible for monitoring customer service performance, identifying areas for improvement, and implementing corrective actions.
Key Responsibilities
- Monitor customer service performance at both individual and team levels to ensure alignment with company standards.
- Identify areas for improvement and develop corrective actions to address gaps in quality.
- Collaborate with cross-functional teams to implement quality-related initiatives.
- Analyze performance data to identify trends and provide actionable insights.
- Develop and maintain quality metrics and reporting dashboards.
Requirements
- Bachelor's degree in Business Administration, Management, or a related field (preferred).
- Minimum 3-5 years of experience in quality assurance, complaint handling, or a similar role within a customer service environment.
- Native Arabic speaker with fluent English (written and spoken).
- Proficient in CRM systems and complaint management tools.
- Proven experience in leading teams, mentoring, and driving performance improvements.
- Strong problem-solving and decision-making skills, with the ability to manage escalations and resolve conflicts effectively.
- Excellent analytical abilities to interpret performance data, identify trends, and provide actionable insights.
- Exceptional communication and interpersonal skills with a customer-first mindset and a focus on delivering high-quality support.
- Highly organized and detail-oriented with excellent time management skills.
- Proactive, adaptable, and capable of working in a fast-paced environment.
- Experience in generating detailed reports and presenting findings to management.
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