Customer Service Training & Quality Assurance Analyst

QUALIFICATIONS

Secondary education or relevant qualification

EXPERIENCE

4+ years Customer Services Experience

Excellent verbal, written and interpersonal communication skills

Fluent in Bilingual language (written and verbal) in Arabic and English

Expertise with MS office package

Outstanding customer service skills and dedication to providing exceptional customer care

Must be self-motivator and self-starter

Focus on quality and customer service

Exceptional listening and analytical skills

Solid time management skills

Must be able to effectively deal with people at all levels inside and outside of the Company

Creative ability & writing proficiency

Ability to multitask and successfully operate in a fast paced, team environment

Must adapt well to change and successfully set and adjust priorities as needed

Must be proficient with Microsoft Office applications

Previous experience in the role of quality analyst

Presentation & Public Speaking

Excellent language, articulation, and grammar skills both verbal and written are a necessity.

PRINCIPAL ACCOUNTABILITIES

Provide reports of Quality results per transaction on a regular basis.

Investigate and respond to complaints generated from End User Satisfaction survey.

Extract calls upon clients request/s and/or any End User complaints.

Communicate with Customer Service Management to enhance the quality and performance agents.

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and

individual level.

Performs monitors of customer care email responses.

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.

Provides feedback to call center team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Perform other duties as assigned.

Directly supervises new hire trainees and delivers corrective action if required

Directly supervise new hire trainees from Induction all the way through Job specific training

Supervises Academy Bay or production agents if necessary

Co-facilitates/facilitates training for customer services employees using effective training methods and techniques. Monitors, evaluates, and reports on progress of Trainees to appropriate management

Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms)

Prepares and submits daily training report

Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct

Sets up and maintains training facilities and materials

Prepares and submits final training report to appropriate management

Interacts with Divisions and PMCs on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses)

Attends Train-the-Trainer calls, classes, or workshops when required

Stays current on all program changes and completes self-directed development training as assigned

Creates a curriculum and content for Knowledge Database

Prepares, develops, and conducts personal one-on-one training and development plans for agents

Ensures that all training content is maintained centrally through SharePoint/Knowledgebase, is accessible to relevant parties, version controlled and modularized and that this is regularly reviewed and updated/communicated as appropriate and relevant