Job Description
Job Responsibilities: •Monitor calls/emails and evaluate agents’ performance concerning the quality of service offered through all channels
•Compile and track performance at team and individual level
•Prepare and analyze internal and external quality reports for management review
•Hold calibrations and meetings with internal and external teams
•Conduct presentation & business simulation with new hires
•Evaluate and validate customer feedback to identify key behaviors that drive and improve CSAT
•Give recommendations for process improvements based on the customer experience and feedback
•Provide KB and soft skills sessions
•Provide coaching and side-by-side monitoring for outliers
•Map the need for training and onboarding programs Job Requirements:
•Minimum 6 months experience as quality coach
•Excellent verbal, written and interpersonal communication skills
•Excellent presentation skills
•Excellent coaching skills
•Excellent analytical skills
•Good knowledge of MS Office
•Intermediate English level
Working Time
Full Time
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Feel Good @ Majorel Egypt
At Majorel Egypt we prioritize the wellbeing and development of all our employees to promote a pleasant work environment. This is why we ve created a unique program based on our values: Excellence, Creativity, and Respect. We assure you that with us you are going to #FeelGood
