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Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Customer Experience - Quality Control Senior Specialist - Career Hunters-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
1. Monitor and assess the calls of the call centre agents and reporting results to the Quality Control Supervisor in order to increase the customer satisfaction.
2. Coordinate with the quality control team for monthly calibration session with quality control team.
3. Contribute to the overall profitability of the contact center by aiming to continuously improve customer satisfaction scores by executing call monitoring.
4. Ensure that the customer calls are kept confidential.
5. Take the lead in calibration sessions when team leader is unavailable.
6. Handle violations and take appropriate action as necessary.
7. Monitor and ensure constant level of calls are listened and evaluated per contact center representative.
8. Generate regular and special reports for the Quality Control Supervisor that summarize activities and escalate critical issues to provide effective recommendations in to meeting the key challenges.
9. Contribute to the communication plan through attendance of regular team meetings, the preparation of a weekly status report and attendance at team events.
10. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
11. Share knowledge and expertise with peers.
12. Perform other duties as directed by Director, Manager, or other superiors.
13. Contribute to the motivation of junior staff, by providing day to day assistance where whenever necessary.
Job Details
| Date Posted: |
2017-04-20 |
| Job Location: |
Al Kuwait, Kuwait |
| Job Role: |
Customer Service and Call Center |
| Company Industry: |
Telecommunications |
Preferred Candidate
| Career Level: |
Mid Career |
| Nationality: |
Kuwait |
| Degree: |
Bachelor's degree |
Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Customer Experience - Quality Control Senior Specialist - Career Hunters-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
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