Roles and Responsibility :-
- Conduct QA briefings for all operational staff working in the Process
- Carry out trend analysis for top errors and advisor level analysis
- Ensure adherence to Quality SLAs
- Performing random disposition audits for calls taken by agents
- Participation in QA calibration sessions (Internal & External).
- Sharing of feedback with CSR on a timely basis.
- Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate.
- Preparation of call monitoring data & related internal reports
- Review evaluations, maintain call recordings, and handle general administrative duties
Requirements :-
- Arabic Speaker with very good English is a MUST
- 4-7 years of experience in Contact Center Quality Assurance
- Team Leading experience
- Ability to adapt to change and work in a fast-paced environment
- Production and accuracy-oriented with flexibility to business needs.
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.naukrigulf.com/assistant-manager-quality-jobs-in-dubai-uae-in-teleperformance-4-to-9-years-jid-110619000080
سجل سيرتك الذاتية الآن مجانا لتتقدم لآلاف الوظائف، وتتواصل مع الآف الشركات (+40 ألف شركة)، فقط أكمل نموذج التسجيل