Quality Monitoring and Feedback Analyst
1 week ago
To succeed in this role, you will need:
Key Qualifications:
- Bachelor's degree in Business Administration or equivalent fields of study.
- At least 2 years of experience in a quality assurance role, preferably within a Contact Center environment.
- Strong analytical skills and attention to detail.
- Familiarity with CRM and Contact Center software, as well as quality monitoring tools.
- Proficiency in English and Arabic languages.
Responsibilities:
- Evaluate agent calls, chats, and emails to assess quality and adherence to service standards.
- Provide feedback to agents based on quality evaluations and identify training needs.
- Collaborate with Team Leaders and Training Supervisors to address gaps and improve performance.
- Develop and maintain quality scoring metrics and documentation.
- Generate reports on quality performance and suggest initiatives for improvement.
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