Arabic Call Quality / Service Quality Auditor Needed for the 24*7 Contact Center of a Financial Institution based out of Dubai.
Females to work in Shifts.
Females to work in Shifts.
Primary Responsibilities:
- Responsible for quality assurance by conducting audits of calls of Customer Service Representatives
- Provide feedback to team members on audit results. Provides feedback to the team leaders and managers.
- Create, maintain and track reports in relation to performance Uses quality monitoring data to compile and track performance at team and individual level.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to Management team. Analyze information and utilize to build recommendations to reduce errors and improve process performance
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Serve as subject matter resource to team members, supervisors and management staff
- Prepares and analyzes internal and external quality reports for management staff review.
- Make Verification Calls to the customers whenever required
Requirements:
- 1+ year of experience working within quality assurance is mandatory
- Experience in Banking and Financial Services Call Center.
- Fluency in English & Arabic.
- Intermediate level of proficiency with MS Word, Excel, and PowerPoint (Word – creating user guides; Excel - Need to be able to create charts, workbooks, enter data. The more experience they have the better, but MUST be proficient in using it; someone who can create a spreadsheet, not just data entry experience; PowerPoint - create simple presentations)
Candidates need to be residing only in the Dubai or Sharjah Area. (Office is in Deira, Dubai)
Candidates will need to send their CV’s to the email address : Sanjaylobo@ymail.com
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