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    Contact Center Quality Assurance QA - Sharjah, United Arab Emirates - ULTIMATE HUMAN RESOURCES SOLUTIONS LLC

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    Description

    · Contact Center Quality Assurance is responsible for assessing the quality of the performance of the call center associates.

    · The QA will monitor inbound and outbound calls, chat and email responses.

    · Track customer service and conformity as per company policies and procedures

    · The individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall company's customer service experience

    · Participates in the design of call monitoring formats and quality standards

    · Performs call monitoring and provides trend data to site management team

    · Uses quality monitoring data management system to compile and track performance of team

    · Performs monitoring of customer care email responses

    · Coordinates and facilitates call calibration sessions for call center staff

    · Provides feedback to the call center manager.



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