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    CS Quality Assurance Analyst - Cairo, مصر - Nok Human Capital

    Nok Human Capital
    Nok Human Capital Cairo, مصر

    منذ يوم

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    وصف

    NOK Human Capital is hiring CS Quality Assurance Analyst for IntouchCX a global BPO leader in customer support industry.

    About The Job

    Were changing the way people think about customer service and we need your help

    Were looking for a CS Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording reviewing and evaluating Voice Email Chat and Social contacts.

    As CS Quality Assurance Analyst You Will

    Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed

    Complete Quality Assurance and coaching session reports on a weekly basis

    Attend and participate in meetings with supervisors and managers to review monitoring lists

    Attend and participate in partner and internal calibration meetings

    Research escalated issues and codeliver coaching opportunities with Team Leaders and Operation Managers

    Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned.

    As CS Quality Assurance Analyst You Have

    High school diploma or equivalent (required)

    1 year of frontline contact center experience (preferred)

    12 years of Quality Assurance experience (preferred)

    Intermediate knowledge of MS Excel MS Word and MS Office (required)

    Ability to type 30 wpm minimum with accuracy

    Strong verbal and written communication skills including spelling and grammar

    Excellent organizational and time management skills

    Ability to make fair and consistent judgments and decisions

    Ability to multitask under highpressure situations

    Ability to solve problems and offer suggestions in a positive and developmental manner

    Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

    Ability to perform basic mathematical functions to ensure scoring accuracy

    Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

    Ability to work a variety of shifts including days afternoons evenings and holidays

    If you match the above criteria send your CV to mentioning CS Quality Assurance Analyst in the subject line

    Remote Work :

    No

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