Role & Responsibility
• Adhering to Quality benchmarks set up the client
• Calibrating calls and transactions with client quality teams
• Providing coaching and feedback to the agents
• Supporting training team in Training needs Analysis
• Ensure extreme focus on Customer Satisfaction
• Drive continuous improvement in service delivery through deep understanding of the client business environment and client expectations
• Continuously deliver operational excellence and drive efficiency metrics for customers and employees
Skills and Core Competencies
• Proficient in English (mandatory)
• Proficient in Arabic (written and spoken) mandatory
• Typing speed of 30 words per minute
• Local KSA citizens will be preferred
• Having track record of process improvement in service delivery through Process Improvement Initiatives
• Analytical, execution-focused bent of mind, and strong numbers orientation
Work Timings
It is a 24*7 operational environment & the resource may be asked to work in a rotational shift.
الشروط والمهارات:
Bachelor Degree or higher
3-6 years’ experience in telecom / IT contact center operations in Middle East, US or UK
With minimum 2 years’ experience in Quality audit in a contact center environment
