Quality Associate - Contact Center

Job description / Role

Job Description

The Job holder is responsible for assisting in the implementation, and maintenance of accreditation and quality standards, and processes to ensure compliance with quality principles and practices, also support liaise with a range of internal stakeholders involved in accreditation reviews and other accreditation processes.

Main Responsibilities:

- Assist, support and perform the target based on transaction quality monitoring and ensure accuracy and effectiveness.
- Ensure and apply accurate and detailed feedback is uploaded for every monitored transaction.
- Monitor and raise violations for issues which impact customer and business and assure to be aligned with violations procedure.
- Maintain and apply a low variation in calibration.
- Support, track and assist on monitor corrective and preventive actions to ensure a proactive approach.
- Compile and write training material and conduct training sessions on quality control activities over operations employees repeated violations.
- Monitor, track and highlight quality issues in the calls and introduce corrective actions for all operation processes.
- Ensure, preserve and optimize calls outcomes meet customer expectations based on company objectives.
- Interpret and implement quality assurance standards and procedures.
- Assist in providing and sharing timely floor dipstick reports on new briefing and updates.
- Apply and conduct Mystery Calling on agents to assure information accuracy in regular biases.
- Define, collect and share alerts whenever an opportunity related to quality, customer experience or cost are observed.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.

Personal Skills
- Bachelor's degree in business administration or any other related field.
- 1 year of experience as a quality specialist in the call center filed.
- Hands on experience with Microsoft Office.
- Knowledge of client and customer requirements.
- Excellent verbal and written communication skills
- Strong organizational and time-management skills

Technical Skills
- Excellent communication skills
- Strong attention to detail
- Proficiency in quality assurance processes
- Ability to analyze and interpret data
- Problem-solving skills
- Familiarity with contact center technologies and systems
- Ability to provide constructive feedback
- Time management and organizational skills
- Knowledge of customer service best practices
- Ability to work effectively in a team environment

Education
- Business Administration

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.