Quality Assurance Specialist

Full Job Description

Contact Center Smart Solution | Full time

2C2S is a call center outsourcing company that is looking to provide a state of the art services to the top companies in Kuwait. The company is now is a leader company in the industry with major accounts and looking for expansions in the near future.

Job Summary / Purpose

2C2S is looking for a qualified Call Center Training and Quality Specialist will take on his shoulder the responsibility of the training and Auditing of the operation of the call center. He will be reporting to Operation Manager and will have a team of required resources if needed.

Duties and Responsibilities:

• Documentation of all client information
  
• Create a general guideline for quality assurance for all the functions in the company including call center and business development and set the KPI that can measure them.
  
• Auditing all company functions and assuring that it fit within the assigned KPI.
  
• Frequently do a general testing for all availability of the service and the SLA implementation.
  
• To monitor call center operation to make sure call center employees are in compliance with the rules and regulations of the targeted KPI.
  

· Provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.

• Call center employees are sometimes required to cross sell company products and services. A quality assurance representative will confirm this is being done. Additional sales add to the profitability of an organization.
  
• Quality assurance is responsible for making sure employees provide excellent customer service when they are speaking with customers. The greeting has to be correct.
  
• Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
  
• Develop or specify standards, methods, or procedures to determine effectiveness
  
• Identify deviance from standards, and suggest modifications to ensure compliance.
  
• Identify relevant quality-related training needs
  
• Responsible for reviewing, implementing, and updating Emergency Operations Procedures relating to operations.
  
• Signing all the above documents of the client.
  
• Prepare a monthly report to the management about KPI achievements by operation team in the call center
  
• Ability to understand customer business
  
• Setting up document required for new client.
  
• Documenting all functions related to the call center
  
• Documenting All FAQs related to the client and setting up a procedure to update it and passing new updates to the agents.
  
• Documenting all Applications and screens that the agent will be using to serve the client.
  
• Writing all policies and procedures related to the customer.
  
• Setting up escalation process
  
• Signing all the above documents of the client.
  
• Training
  
• Setting up training curriculum for all agents with cross to the clients and business needs.
  
• Preparing General call center training for soft skills.
  
• Preparing all training materials related to every client.
  
• Arranging or doing the training and planning for them.
  
• Preparing exam material for the training and doing test for the agents.
  
• Coaching low performed agent.
  
• Being creative on those issues.
  
• Quality and Audits
  
• Setting up Evaluation system for the agent with relation to the clients.
  
• Making KPI reports of the agent call performance.
  
• Ability to evaluate and work with the client evaluation of our call center agents.
  

Knowledge, Abilities and Skills

Knowledge

· Has work in call center or customer care department in reputed company with a function related to audit and quality a minimum of 3 years.

· Knowledge of principles and techniques of modern adult education programs.

· Knowledge of corporate policies, procedures and service area desired.

Abilities

· Ability to understand customer business

· Setting up document required for new client.

· Ability to write clear, concise and accurate correspondence and reports containing written and numeric expression.

· Ability to effectively manage multiple projects and tasks to completion in a timely manner

· Ability to work varied hours

· Ability to work effectively with employees at all levels of the Corporation, outside agencies and the general public and obtain cooperation in complex organization.

· Ability to conduct classes of instruction and evaluate agents.

Skills

· Effective communication and report writing skills.