Customer Care Lead

1 week ago


Dubai, Dubai, United Arab Emirates LANDMARK Group Full time
  • Previous experience in a callcenter environment as a Quality Lead for a minimum of two years,with a focus on quality assurance andmonitoring
  • Increase and maximize productivitytargets through driving retail KPIs and operationbasics
  • Work effectively with call center teams,supervisors, and managers to implement quality initiatives anddrive performance
  • Strong communication skillsare required to provide feedback, coaching, and training to callcenter agents and management, along with beingbilingual.
  • Follow guidelines set in the opsmanual relating to customer service andfinance
  • Knowledge of quality assuranceprocesses, metrics, and best practices in customerservice
  • Experience with quality monitoringtools and systems to evaluate call quality and adherence tostandards
  • Develop and deliver training programsto enhance agent skills and improve overall qualityperformance
  • Maintain a customer-centricapproach, ensuring that quality efforts align with enhancingcustomer satisfaction and loyalty
  • Proficient inusing Excel and PowerPoint


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