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Call Centre Performance Analyst

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Emdad Al Khebrat Full time

We are seeking a highly skilled individual to join our team as a Call Centre Representative.

This role involves providing exceptional customer service and ensuring that all interactions meet our high standards.

Key Responsibilities:

  1. Monitoring and Evaluation: Regularly review Call/Casa activities to identify areas for improvement.
  2. Feedback: Provide constructive feedback to agents on their performance.
  3. Variance Reporting: Identify and report any discrepancies in Call/Casa metrics.
  4. Call Taking: Take calls from customers as needed.
  5. Action Planning: Develop and implement action plans to improve quality.
  6. Compliance Monitoring: Ensure adherence to corrective actions.
  7. Calibration Standards: Maintain low variation in calibration standards.

Requirements:

  • Seniority Level: Entry level
  • Employment Type: Full-time
  • Job Function: Quality Assurance
  • Industries: Human Resources Services, IT Services, IT Consulting