Manager-Contact Center Quality Assurance

الوصف الوظيفي
The Contact Center Quality Assurance (QA) Manager is responsible for assessing the quality of performance for the call center associates and providing feedback to the Operations Manager. The QA Manager will audit outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Expo2020 guest experience.
The main responsibilities of this role will include:
- Design call monitoring format and quality standard;
- Oversee and establish standards governing customer interactions and implement monitoring programs;
- Audit/monitor calls and email responses;
- Participate and lead guest and customer listening programs to identify guest needs and expectations;
- Provide actionable data to various internal support groups as needed;
- Coordinate and facilitate call calibration sessions for call center staff;
- Prepare and analyze internal and external quality reports for management review;
- Work with the Contact Centre Operations Manager to develop workflows, policies and procedures for the contact center’s contracted staff;
- Provide inputs to develop script and responses in conjunction with the Communications team for all contact center guest interactions;
- Working with the Senior Manager of the Call Centre liaise with all stakeholder departments to ensure that all call handling material and information is collected, transformed into script and services processes, and finally developed into training plans designed for the Contact Centre Staff.

المهارات
6+ years experience in a role at a similar or larger volume call center that delivers positive guest interactions, answers varied guest questions and resolves negative guest situations;
- A Bachelor’s Degree;
- Experience in audit and/or quality management;
- Expectation is to be able to work a front line shift for coverage if needed;
- Communicates well and consistently at Senior Management level down to large teams of workforce e.g. volunteers;
- Experience in working in a multi-cultural contact center, GCC region desirable, UAE preferred;
- Collaborates well with other business functions and a good integrator.

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة غير ذلك
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي غيرذلك
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني 12
عدد سنوات الخبرة الحد الأدنى: 6 الحد الأقصى: 8
الشهادة بكالوريوس/ دبلوم عالي

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/manager-contact-center-quality-assurance-3910827/