Customer Follow Up Quality Assurance Specialist

Customer Follow Up Quality Assurance Specialist

الوصف الوظيفي

Job title: Customer Follow Up Quality Assurance Specialist

Contract: Salaried

Department: IT

Hours of work: Standard – 9:30 – 18:30

Salary Range: 6k-7k AED

Override/Incentive: as per company policy

Intro: This role created to put in order all records in CRM. To create set of rules and steps for Lead follow up process in CRM. To conduct training sessions in co-operation with Learning & Development department.

Main purpose: • Assist in evaluating, re-designing processes and service metrics, while analyzing results, in order to recommend constructive changes in the CRM usage and Follow Up process.

• Monitor Agent’s compliance to CRM usage and Follow Up quality, and customer service standards and satisfaction.

• Create scripts and scenarios to improve quality, minimize errors and track operation performance.

• Plays a key role in the planning, testing, and implementation of CRM system enhancements and increasing conversion rates.

• Monitor and analyze agents' daily calls quality and ensure that proper steps were taken regarding completing the call objectives, documenting all required information and completing required tasks in CRM system.

• Perform regular random quality Control checks on agreed call sample size for each new/ old agent and Validate critical Issues.

• Deliver above average satisfaction by providing superior quality at all levels of the business processes.

Key responsibilities: • Review a subset of agents’ conversations (calls, emails, chat, etc) in CRM;, • Assess customer interactions based on internal standards;, • Accompany evaluations with meaningful and constructive feedback;, • Discuss and explain feedback with agents in regular meetings;, • Help agents improve their performance with specific instructions and constant support;, • Map the need for training and onboarding programs and initiate these projects;, • Create reports that reflect agents’ usage of CRM and Follow Up performance;, • Report agents’ usage of CRM and Follow Up performance to higher-ups;, • Contribute to the team culture in a positive manner., • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all agents. , • Uses CRM tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with agents to ensure continued success in conversion rates. , • Develops and conducts targeted group and/or individual coaching sessions that address Follow Ups and CRM usage deficiencies and/or improvement opportunities. , • Provides structured and timely recommendations through verbal and/or written feedback to Team Managers, management, and training. , • Collaborates with Team Leaders to identify and streamline processes and implement process standards that enhance leads follow up quality. , • Assists with the design and successful delivery or workshops and training. , • Observes and complies with all internal CRM regulations and protocols. , • Performs related duties as assigned.

المهارات

Qualification:

– Experience in the customer service space;

– Proven track record of analytical skills;

– Hands-on experience in quality assurance;

– Great people skills and ability to communicate (negative) feedback;

– Good organisational skills, knowledgeable in goal-setting practices;

– Examples of data visualisation abilities and understanding of support metrics;

– Perception of basic business metrics and how support impacts those;

– Problem-solving capabilities to create meaningful strategies to improve support quality.

Knowledge:

· Measurable factors which lead to optimal customer service.

· CRM systems and tools.

· Advanced PC usage and Office software suits (Excel, Word etc).

· Strong presentation and public speaking skills.

· Office administrative practices and procedures.

· Fluent in English and one more language (Bilingual, preferably Russian).

Skills:

Experience: – Experience in the customer service space;

تفاصيل الوظيفة

منطقة الوظيفة

دبي, الإمارات العربية المتحدة

قطاع الشركة

خدمات تكنولوجيا المعلومات; خدمات الدعم الإداري

طبيعة عمل الشركة

غير محدد

الدور الوظيفي

خدمة العملاء ومركز الإتصال

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

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