| Job Title: | Quality Assurance Specialist – Call Center |
| Location: | Riyadh, Saudi Arabia |
| Job Type: | Unspecified |
| Category: | Customer Service and Call Center |
| Description: | Key Responsibilities• Manage quality of calls across Call Centers & Billing Operations through sampling to ensure consistency and quality of customer service• Conduct mystery calls to the Call Centers in order to spot check quality• Manage quality of agent interaction through a closed loop quality assurance system to improve agent productivity (call monitoring, KPIs, etc.)• Ensure training needs are captured and communicated to Training section• Manage implementation of shift scheduling• Develop improvement initiatives on measuring quality across Customer Care• Capture information on employees performance based on a comprehensive performance model• Ensure all Call Centers KPIs are being met as required; conduct root cause analysis and escalate issue when necessary• Ensure STC customer experience and customer satisfaction standards are being followed by partner• Escalate system issues• Ensure proper implementation of non-system related policies, and procedures for call centers• Audit call centers on policies and procedures implementation• Develop new procedures and policies when required• Provide pro-active quality management support to the assigned projects |
| Qualifications: | |
| Salary: | Unspecified |
| Contact: |
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