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Customer Support Quality Assurance Coordinator

7 months ago

Abu Dhabi, United Arab Emirates Nas Luxury Real State Full time

Key Responsibilities:
Monitor Customer Interactions:
Identify areas for improvement in communication, problem-solving, and overall customer experience.

Evaluate Customer Support Representatives:
Develop and maintain evaluation criteria for customer support representatives.

Conduct regular evaluations of customer support representatives based on established criteria.

Provide constructive feedback to representatives to help them improve their performance.

Implement Quality Improvement Strategies:
Collaborate with the Customer Support Manager to develop strategies for improving customer support quality.

Implement training programs and workshops to enhance the skills of customer support representatives.

Identify and address any systemic issues affecting customer support quality.

Analyze Customer Feedback:
Collect and analyze customer feedback to identify trends and areas for improvement.

Use customer feedback to inform training programs and quality improvement initiatives.

Maintain Documentation:
Keep detailed records of customer support evaluations, feedback, and improvement initiatives.

Generate reports on customer support quality metrics and present findings to the Customer Support Manager.

Stay Updated on Industry Trends:
Stay informed about industry best practices and trends in customer support.

Incorporate new strategies and technologies to improve customer support quality.

Qualifications:
Bachelor's degree in business administration, Marketing, or a related field.

Arabic Speaker is a Must, English is preferred.

Previous experience in customer support or quality assurance.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Proficiency in Microsoft Office Suite and customer support software.

Ability to work independently and as part of a team.

Attention to detail and a commitment to delivering high-quality customer support.

**Job Types**: Full-time, Permanent

**Salary**: From AED3,000.00 per month