Customer Intelligence Quality Officer
Posted on :
13-03-2023
Employer Active
1 Vacancy
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Job Description
Req ID : 1972023
- Support towards ensuring that Quality monitoring evaluation targets are met.
- Conducts Coaching sessions related to voice calls (inbound and outbound) to amplify the agent s strengths on a weekly basis. Supports Customer Quality Officer in coaching sessions related to non-voice customer engagements.
- Random real-time monitoring of calls by conducting side by side evaluation.
- Collates all necessary data required for reporting purposes.
- Fully capable of taking on the tasks of Customer Support & Services Junior Officer and managing all types of customer engagements - voice (inbound and outbound) and non-voice.
- Supports Customer Quality Officer in conducting regular calibrations with the Customer Quality Junior Officers (if applicable) and the Customer Support & Services team across all projects.
- Extremely familiar with operational know-how of Genesys and its functionalities (outbound and inbound projects), and able to take on responsibilities of a Customer Support & Services Junior Officer (Call Agent) to support the operation as directed by the Customer Support & Services Manager and/or Contact Center Supervisor and/or Customer Quality Officer.
Requirements
- BA Degree or equivalent
- 3 years experience in Customer Service
- Fluent in English writing/speaking fluency in Arabic is also preferred.
- Outstanding leadership, interpersonal, and problem-solving skills.
- Excellent verbal and written communication skills.
- Effective listening skills
- Ability to adapt to change and multi-task are essential qualities.
- Advanced Skills in Microsoft Office
- Excellent time management
- Excellent team player
Benefits
As per JAM Group Policy
BA Degree or equivalent 3 years experience in Customer Service Fluent in English writing/speaking fluency in Arabic is also preferred. Outstanding leadership, interpersonal, and problem-solving skills. Excellent verbal and written communication skills. Effective listening skills Ability to adapt to change and multi-task are essential qualities. Advanced Skills in Microsoft Office Excellent time management Excellent team player
Employment Type
Full Time
Key Skills
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