Call Center/quality Assurance
2 months ago
We are seeking a Call Center/Quality Assurance Specialist to join our team. This role is crucial in ensuring our call center operations meet our high standards of service. You will monitor calls, provide feedback, and help implement strategies to enhance our customer service experience.
**Key Responsibilities**:
- **Call Monitoring**: Regularly review and evaluate call center interactions for quality assurance, compliance, and customer satisfaction.
- **Feedback & Coaching**: Provide constructive feedback to call center agents based on evaluations, conducting training sessions to improve performance.
- **Reporting**: Prepare detailed reports on call quality metrics and agent performance, identifying trends and areas for improvement.
- **Process Improvement**: Collaborate with management to develop and implement strategies that enhance call center processes and customer service standards.
- **Customer Experience**: Act as a point of contact for escalated customer issues, ensuring timely resolution and maintaining high satisfaction levels.
- **Training & Development**: Assist in training new hires and ongoing training for current staff to uphold quality standards.
- **Documentation**: Maintain accurate records of call evaluations, feedback sessions, and training materials.
**Qualifications**:
- **Experience**: Previous experience in a call center environment, preferably in the real estate industry.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
Ability to commute/relocate:
- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Call Center/ Real Estate: 2 years (required)
**Language**:
- Arabic (required)
- English (required)
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