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    Call Centre Quality Trainer - Dubai, United Arab Emirates - Al Tayer Group LLC

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    Description
    • Evaluate customer interactions to ensure they meet quality standards, using a predefined framework This involves regularly assessing a specified number of contacts per agent based on department need.
    • Provide timely and constructive feedback to customer service agents based on assessment results.
    • Develop coaching plans to address areas of strength and weakness and provide coaching sessions to agents to enhance their skills.
    • Provide necessary briefings or meetings based on observations from quality assessments/new updates or processes that require cascading.
    • Responsibility to update and suggest improvements to the knowledge base, templates, and omni guide.
    • Manage the engagement calendar and plan team activities, ensuring a positive and organized work environment that contributes to the overall well-being and engagement of team members.
    • Coordinate with team leaders to conduct training sessions for customer service agents. These sessions are often for new joiners or based on observations and assessments of individual and team performance.
    • Attend monthly calibration sessions with the QA manager and supervisors to ensure calibration consistency.
    • Assist in training sessions focused on NPS, CSAT, and the Quality Framework to enhance customer experience and overall contact centre.
    • Share necessary communication emails with the contact centre including the new updates or campaigns/promotions shared by the brand.
    • Sharing promotions calendar and ensure team members are trained and ready to support during sale.


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