Quality Assurance Coach

 Published Date: October 14, 2021

Job Title:	Quality Assurance Coach
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	Customer Service/Support, Quality
Description:	Monitor remote/side by side calls. Monitor unusual occurrences, report follow-up procedures, and report daily, monthly 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 process. 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 presentation and delivering it on time to the operations and to the Management. Delivering training sessions and orientation sessions for newcomers. Collect and analyze call-center statistics.
Qualifications:	Grads only  Experience as a Quality Coach at least 1 year is a must  Fluent English speaker  Fast learner Analytical skills Great in time Management Quality control skills Coaching skills Training skills
Contact:	Apply

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Posted in Customer Service/Support Quality