Quality Assurance Monitor

SUMMARY DESCRIPTION : The role holder is responsible for calls and other customer interactions monitoring and quality assurance activities. RESPONSIBILITIES: • Monitors the accuracy and quality of information provided to the customers by the call center agents, against the predefined quality standards and targets, with a view to enhance customer satisfaction. • Ensures effective implementation of the Call Center Quality Assurance policies and procedures internally in the section and across all cross-functional departments, as developed by the Head of Call Center Quality Assurance. • Conducts surveys and ensures accurate recording of customer details through phone calls by the call center agents. • Ensures effective maintenance of the call centers’ quality assurance database. • Carries out and ensures the compliance of all activities within the Call Center Quality Assurance Section are in-line with health and safety regulations. • Handles quality observation activities for customer phone calls (Arabic and English), to ensure that call center agents answer all calls in compliance with quality standards. KNOWLEDGE, SKILLS, AND EXPERIENCE: • Bachelor’s degree or equivalent in any discipline • 5 years of experience in customer Service and 2 years as same level • Proficient knowledge of customer service, and standard office practices and procedures. • Proficient computer skills. • Proficient standard office equipment skills. • Strong people skills