Quality Assurance and Performance Improvement Specialist

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar ECCO Gulf Majorel Qatar Full time
Job Overview

We are seeking a skilled Quality Assurance Specialist to join our team at ECCO Gulf Majorel Qatar. As a key member of our operations, you will be responsible for ensuring the highest level of customer satisfaction through effective product presentation and excellent customer service.

Responsibilities
  • Create and modify calling scripts to enhance our products and services.
  • Maintain quality standards by listening in on outgoing calls and providing feedback to operators.
  • Develop and deliver training programs to new hires on script adherence and best practices.
  • Monitor and track performance metrics for individual scripts and operators.
  • Prepare and present quality reports to floor managers and clients.
  • Update procedures and scripts based on customer feedback and business needs.
  • Work collaboratively with the team to achieve exceptional results.
  • Review calls against established metrics for quality and effectiveness.
Requirements
  • Minimum 3-5 years of experience in a sales, training, or coaching environment.
  • Demonstrated ability to create engaging written content.
  • Bachelor's degree in marketing, business, or a related field is preferred.
  • Proficiency in Excel is essential.
  • Prior experience in telesales or insurance would be an advantage.


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