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Operations Assurance Specialist

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Webhelp Full time

Webhelp is currently seeking a skilled Operations Assurance Specialist to execute the daily requirements of our Quality Assurance program for the Contact Center.

Evaluating customer experiences as they interact with our customer service advisors through inbound and outbound calls, email, chat, and social media responses is a key responsibility. The ideal candidate will compare these interactions against our standards of performance — a Scorecard.

We are looking for an expert who can assess Advisors' demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. If you have a keen eye for detail and excellent analytical skills, we want to hear from you

  • Evaluate customer experiences across multiple channels
  • Assess Advisors' performance against company standards
  • Identify areas for improvement and implement solutions