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
External Company URL: http://www.sutherlandglobal.com/