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Customer Service Quality Assurance Specialist

2 weeks ago

Dubai, Dubai, United Arab Emirates MedNet Global Healthcare Solutions LLC Full time
Job Description

We are seeking a Quality Senior Specialist – Customer Service Contact Center to conduct quality assurance processes, reviews, and assessments for contact center customer service representative interactions.

Your Key Responsibilities:

  • Conduct call monitoring and review subsets of agents' interactions using related systems.
  • Mentor and coach agents to improve performance with specific instructions and constant QA support.
  • Participate in calibration sessions to maintain consistency in internal evaluation.
  • Escalate issues related to QA standards and company policies.
  • Support department leads to identify skill gaps and recommend training programs.
  • Analyze customer service/contact center interactions metrics and their impact on KPIs and customer experience.