Sutherland Global Services Sr. Specialist-Quality in Alexandria,, Egypt

The purpose of this role is to evaluate randomly selected calls from the recording system based on weekly/ monthly targets agreed and assigned by QA Manager and prepare in-depth analysis from monitoring activity; send detailed feedback to partners and audit monitoring reports shared by partners.

  • Maintain weekly and monthly call monitoring/auditing target log in order to support QA Manager with reports.

  • Ensure that allocated segment of partner’s QA team is monitoring 5 calls/agent/month in accordance with communicated/agreed QA standards to ensure adherence.

  • Actively engage in Knowledge base clean up activity which includes review of existing documents/processes, suggest appropriate changes, validate that latest and accurate info is available in order to yield maximum accuracy and better customer experience while agents serving customers

  • Prepare daily, weekly and monthly analysis reports to identify trends, root cause analysis and agent level performance from QM in order to provide visibility to QA Manager about segment’s performance.

  • Ensure assigned tasks are completed within agreed timelines and identify areas of opportunities where processes can be improved in order to affect better yield and minimize cost.

  • Take ownership of own continuous performance improvement plan and personal development in order to ensure own knowledge base is progressively built and complaint resolution is effective.

  • Be a strong team player and further enhance written and verbal communication skills because this role requires coordination among several teams within du and partners.

  • Identify and provide input for staff training (agents) and development programs and follow-up with post-course assessment in order to gauge progress and suggest enhancements.

  • Identify areas of opportunities and process gaps in order to help improve customer experience and efficiencies.

  • At least 4 years of experience with at least 1-2 years preferably in a telecommunications/contact center services related working environment

  • Quality Assurance experience an advantage

  • Understanding of Telecommunication product and service knowledge

  • Good written and verbal communication skills in English and Arabic

  • Attention to detail, documentation and procedural adherence

  • High standard of personal motivation and initiative

  • Ability to respond positively to working within a high-pressure environment

  • Knowledge of Call centre technologies IPCC, CISCO, Avaya, Lucent, Nortel etc

  • Fair knowledge of Microsoft Visio

  • Extensive knowledge of Microsoft Office with advanced Excel and Access knowledge

  • Experience in Outbound call operations is required

Req ID: 2017-32145

External Company Name: Sutherland Global Services

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