We're looking for someone to oversee the Quality Team. This role is focused on coaching & mentoring the team based on quality audits, as well as preparing weekly reports to CX leadership.
What you’ll do day-to-day:
Ensure quality team is meeting KPIs
Spearhead new content & learning and development material required for the team
Recommend knowledge base enhancements based on quality feedback
Coach and mentor CX Representatives based on quality feedback
Build and maintain one source of truth for all representative information
Handle any disputes over quality scores
Investigate escalated cases to determine what went wrong and how our processes can be improved
Generate weekly quality reports to be shared with CX leadership
Some things we consider critical for this role:
Proficient knowledge of customer service, and standard office practices and procedures
Experience managing a team (preferably within quality field)
Excellent written and verbal communication skills, in English and Arabic
Excel/google sheets proficiency
Customer orientation and ability to adapt/respond to different types of characters
Quick and enthusiastic learner
Excellent prioritization and time management skills
Adaptability and accountability
Finance background is a plus
Uncompromising integrity and strong dedication to professionalism
Strong sense of ownership and responsibility