Quality Monitoring Agents

4 days ago

Doha, Qatar Holding Group Full time

RESPONSIBILITIES
- Monitors the accuracy and quality of information provided to the customers by the call center agents, against the predefined quality standards and targets, with a view to enhance customer satisfaction.
- Ensures effective implementation of the Call Center Quality Assurance policies and procedures internally in the section and across all cross-functional departments, as developed by the Head of Call Center Quality Assurance
- Conducts surveys and ensures accurate recording of customer details through phone calls by the call center agents.
- Ensures effective maintenance of the call centers’ quality assurance database.
- Carries out and ensures the compliance of all activities within the Call Center Quality Assurance Section are in-line with company health and safety regulations.
- Handles quality observation activities for customer phone calls (Arabic and English), to ensure that call center agents answer all calls in compliance with quality standards.

KNOWLEDGE, SKILLS, AND EXPERIENCE
- Bachelor’s degree or equivalent in any discipline
- 5 years of experience in customer Service and 2 years as same level
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard office equipment skills.
- Strong people skills.

Pay: QAR3,000.00 - QAR3,500.00 per month

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