Quality Assurance Officer
- الإمارات
- دائم
- دوام كامل
- Conduct regular monitoring and evaluation of customer service interactions, including phone calls, emails, chat sessions, and social media engagements.
- Develop and maintain quality assurance standards and processes in line with company objectives and industry best practices.
- Identify training needs and collaborate with the training department to develop and implement effective training programs.
- Provide detailed feedback to customer service representatives on their performance, highlighting strengths and areas for improvement.
- Prepare and present regular reports on QA findings, trends, and improvement opportunities to management.
- Facilitate calibration sessions to ensure consistency in quality evaluations and feedback across the team.
- Participate in the development and revision of customer service policies and procedures to enhance quality and efficiency.
- Work closely with the customer service management team to identify strategies for improving customer satisfaction and loyalty.
- Stay updated on industry trends and customer service best practices to continuously improve quality assurance processes.
- Bachelor's degree in Business Administration, Communication, or a related field.
- Proven experience in a quality assurance role, preferably within a customer service environment.
- Excellent analytical skills and attention to detail.
- Strong communication and interpersonal skills, with the ability to provide constructive feedback effectively.
- Familiarity with quality assurance software and tools.
- Ability to work independently and as part of a team.
- Knowledge of customer service metrics and how to interpret them.
- Proficiency in data analysis and report writing.
- Full-time role
- Competitive salary
- Company employee discounts across all brands
- Medical & health insurance
- Collaborative work environment
- Good vibes work culture.