Doha1- Responsible for the daily call monitoring and evaluation of calls in the call center. Monitor by listening to live calls, or playback of call records and provide immediate feedback to the staff.
2- Gather information and identify actionable insight / s to improve the quality of calls. Discover and identify the root cause of problems and provide solutions to improve the call quality that can lead to better screening outcomes.
3- Develop a standard training program to improve call quality.4- Regularly identify training opportunities that will help improve the customer service, convincing and communication skills of the staff.
5- Conduct regular training sessions for the call center staff.6- Prepare and submit weekly, monthly reports required by Call Center Manager or Management.
Job requirements : - Bachelor’s Degree (preferably related to any Science degree)Experience and knowledge : - Should be knowledgeable on Quality Assurance Process, from developing quality monitoring form to coaching and interaction analytics.