Quality Control Officer

Roles and 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 Client 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 Client quality standards.
Monitoring Customer Interactions:

Listen to or review recorded customer interactions (calls, chats, emails) to ensure they meet company quality standards, service level agreements (SLAs), and compliance requirements.
Evaluate agent performance in terms of customer service, communication skills, adherence to policies, and issue resolution.
Providing Feedback:

Offer constructive feedback to customer service agents based on the evaluations. This could include recognizing good performance as well as areas for improvement.
Conduct one-on-one coaching sessions to help agents improve their skills, address weaknesses, and correct any errors.
Identifying Trends:

Analyze the quality data from monitored interactions to identify recurring issues, training gaps, or customer service problems.
Flag potential issues in agent behavior, processes, or product offerings that might impact customer satisfaction or compliance.
Reporting and Documentation:

Maintain accurate records of monitored calls, evaluations, feedback, and improvement plans.
Prepare regular quality reports for management, detailing individual and team performance, trends, and opportunities for improvement.
Ensuring Compliance:

Monitor calls and other interactions for compliance with industry regulations (e.g., GDPR, PCI compliance) and company policies (e.g., call scripts, customer data handling).
Ensure agents are following protocols and procedures as laid out by the company, which is especially important in industries like finance, healthcare, or telecommunications.
Continuous Improvement:

Work with training teams to help develop training materials or programs based on common performance gaps identified through monitoring.
Propose process improvements to enhance customer service quality and efficiency.
Collaboration with Other Teams:

Partner with supervisors, managers, and HR to identify areas where additional training or support may be needed.
Work with customer service teams to establish best practices and maintain consistent service delivery.
Use of Quality Monitoring Software:

Utilize specialized software tools to track, score, and document agent performance. These tools might include call recording systems, analytics platforms, or quality management systems (QMS).

Desired candidate profile

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.
Written and Spoken Both English and Arabic is a privilege,
Patience:

Given that feedback and improvement processes can take time, patience is crucial in helping agents make gradual progress.
Adaptability:

Adapt to different customer service scenarios, technologies, and evolving quality standards.
Ability to adjust the monitoring process based on the company’s needs and feedback from management.
Professionalism:

Maintain a high level of professionalism when interacting with agents and supervisors, especially when providing negative feedback.
Represent the company’s commitment to quality and continuous improvement.
Confidence:

Confidence in your assessments and the ability to handle difficult conversations with agents when necessary.
Confidence in implementing new processes or suggesting improvements to the team.
Integrity:

As a Quality Monitoring Agent, you will be in a position of trust and responsibility. Integrity is key in providing honest and transparent feedback while ensuring compliance with company policies and regulations.
Work Environment:
Quality Monitoring Agents typically work in contact centers or customer service departments. They may be:

In-House: Working directly for the company as part of the quality assurance or customer service team.
Remote: In some cases, quality monitoring roles can be remote, depending on the company’s infrastructure and monitoring tools.
Hybrid: A mix of office-based and remote work, especially if the company has multiple offices or a distributed workforce.