وظائف الخليجوظائف بيت قطر
Call Center Supervisor (QA & Training)
Call Center Supervisor (QA & Training)
الوصف الوظيفي
- Ensure overall quality objectives are met for the department across all lines of business
- Monitor transactions and customer interactions to Identify opportunities for improvement including but not limited to Agent Mistakes leading to financial loss to the company
- Ensuring that the agents provide quality service in line with the organizational objectives
- Conduct routine calibration sessions to ensure all key departments are aligned
- Provide domain knowledge to team members and others in the process.
- Monitor Customer Survey Responses to improve quality of service and propose process improvements for better customer experience
- Streamline monitoring, feedback, and other internal processes.
- Track the productivity of quality specialists.
- Take responsibility for the Quality / CSAT / Advisor Knowledge Scores of the team’s quality specialist monitor.
- To guide the team and floor for attaining the same by using quality tools and techniques used to achieve business metrics.
- Identify root causes of variances in metrics (if any).
- Propose corrective/ improvement solutions based on facts and data, implement, and monitor improvement projects in the process.
- Review the outcome of the corrective steps implemented.
- Change Management – To quickly align to changes and expectations, through education, training, and special campaigns.
- Will be responsible for setting up, devising, and guiding multiple participants through a series of programs to achieve the desired outcomes by way of experiential learning in a professional manner.
- Get certified in the existing and upcoming Learning programs and practice consultative facilitation.
- Learning Consultation- Collaborate and network with L&D counterparts across the Organization.
- Act as a Learning consultant to provide end-to-end solutions to the stakeholders, look for synergies and upgrade the organization's approach to L&D.
- Project Management- Manage various Learning Projects and programs independently and ensure that they are aligned with the business goals and requirements.
- Work strategically with senior management to develop appropriate learning interventions, gamification, and AI-based Bots that anticipate and respond to clients’ changes and requirements.
- Learning facilitation- Facilitate Learning programs based on the organization’s priorities and key programs of activities, focused on adult learning methods – convert knowledge of classroom-based training to delivery mechanisms such as e-learning and web-based learning.
- Designing new processes & improving existing processes through process re-design
الوصف الوظيفي
المهارات
- Bachelor's degree or equivalent experience.
- Call center, customer service, or supervisory experience may be required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Arabic & English speakers
- Locally available in Qatar
- Must have call center experience
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- قطر
- قطاع الشركة
- الاستعانة بالمصادر الخارجية لخدمة العملاء; الاتصالات والشبكات
- طبيعة عمل الشركة
- صاحب عمل (القطاع الخاص)
- الدور الوظيفي
- خدمة العملاء ومركز الإتصال
- نوع التوظيف
- دوام كامل
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- منطقة الإقامة
- قطر
