Quality Control Coach

Job Title:	Quality Control Coach
Experience:	1 to 3
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	Quality
Description:	Monitor remote/side by side calls. Monitor unusual occurrences, report follow-up procedures, and report daily, monthl, and year-to-date comparisons. Analyze customer complaints and bad ratings and set an action plan. Analyze quality scores and share the insights along with the action plan to improve QA scores and processes. Report the repeated offenders from Quality or complaints point of view. Prepare the audit plan and ensure it appropriately addresses the audit objectives. Maintain professionalism and monitor the improvement action in the department. Delivering coaching sessions to agents and tracking the outcome of the coaching. Measuring the improvements to the monitoring process and the coaching given. Creating the weekly and monthly presentations and delivering them on time to the operations and to the Management. Delivering training sessions and orientation sessions for newcomers. Collect and analyze call-center statistics.
Qualifications:	Bachelor’s degree or equivalent. Minimum 1-year experience in a similar role (call center environment) preferably in a multinational organization. Sales background. Knowledge of customer service principles and practices. Fluent English. Excellent Ability in relevant computer applications (Microsoft Excel and PowerPoint). Advanced troubleshooting and multi-tasking skills Proven experience in managing large projects. Knowledge of performance evaluation and customer service metrics.
Contact:	Apply

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