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    Customer Care Lead - Dubai, United Arab Emirates - LANDMARK Group

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    Description
    • Previous experience in a call center environment as a Quality Lead for a minimum of two years, with a focus on quality assurance and monitoring
    • Increase and maximize productivity targets through driving retail KPIs and operation basics
    • Work effectively with call center teams, supervisors, and managers to implement quality initiatives and drive performance
    • Strong communication skills are required to provide feedback, coaching, and training to call center agents and management, along with being bilingual.
    • Follow guidelines set in the ops manual relating to customer service and finance
    • Knowledge of quality assurance processes, metrics, and best practices in customer service
    • Experience with quality monitoring tools and systems to evaluate call quality and adherence to standards
    • Develop and deliver training programs to enhance agent skills and improve overall quality performance
    • Maintain a customer-centric approach, ensuring that quality efforts align with enhancing customer satisfaction and loyalty
    • Proficient in using Excel and PowerPoint


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