Evaluate customer interactions to ensure they meet quality standards, using a predefined framework This involves regularly assessing a specified number of contacts per agent based on department need.
Provide timely and constructive feedback to customer service agents based on assessment results.
Develop coaching plans to address areas of strength and weakness and provide coaching sessions to agents to enhance their skills.
Provide necessary briefings or meetings based on observations from quality assessments/new updates or processes that require cascading.
Responsibility to update and suggest improvements to the knowledge base, templates, and omni guide.
Manage the engagement calendar and plan team activities, ensuring a positive and organized work environment that contributes to the overall well-being and engagement of team members.
Coordinate with team leaders to conduct training sessions for customer service agents. These sessions are often for new joiners or based on observations and assessments of individual and team performance.
Attend monthly calibration sessions with the QA manager and supervisors to ensure calibration consistency.
Assist in training sessions focused on NPS, CSAT, and the Quality Framework to enhance customer experience and overall contact centre.
Share necessary communication emails with the contact centre including the new updates or campaigns/promotions shared by the brand.
Sharing promotions calendar and ensure team members are trained and ready to support during sale.
إخلاء المسؤولية: د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على الصفحة اتصل بنا