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    Quality Coach - Cairo, مصر - Majorel Egypt Mea

    Majorel Egypt Mea
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    وصف

    Responsibilities :

    • Monitor & score all types of customers' transactions remote & side by side based on the Quality Monitoring Forms.
    • Coach errors (non-critical and critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls.
    • Create and update call scenarios for new and existing accounts.
    • Prepare the audit plan and ensure that it reaches the objectives.
    • Maintain professionalism and monitor the improvement activities in the department.
    • Delivering coaching to agents and tracking the outcome of the coaching.
    • Measuring the improvements regarding the monitoring & coaching process.
    • Creating the weekly and monthly presentations.
    • Provide structured feedback and coaching data to the management on a weekly basis.
    • Participate in Calibration Sessions and Quality Meetings.
    • Escalates repeated defects to management.

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