Job Description

  • Monitor all types of End-user transactions (side by side and remote).
  • Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls
  • Create and update call scenarios for new and existing accounts.
  • Provide reports of QA results per transaction on a daily, weekly and monthly basis.
  • Investigate and respond to complaints generated from End User Satisfaction Surveys.
  • Extract calls upon clients’ requests/s and/or any End User complaints.
  • Produce evaluation certificates for new agents.
  • Provide Team leaders and supervisors with detailed, clear and professional performance feedback.
  • Hold Quality Awareness presentations and sessions for Staff.
  • Measure and report the effectiveness of training by administering tests and evaluations
  • Lead monthly quality calibration sessions with Supervisors and Quality Control
  • Provide training to new employees and internal/external clients on effective quality call handling and business etiquette.
  • Create workshops on topics such as Team Building.
  • Coach, motivate and develop representatives for all departments for the entire call center.
  • Identify the need for a customer service department and work to create a training program for the new role.
  • Hold weekly meetings to discuss customer service and call statistics – devised performance plans if necessary.
  • Develop measurable training objectives related to new hire needs.

Job Requirements

  • Fluent in Portuguese is a must.
  • Good Coaching and Monitoring Skills.
  • Good Communication Skills.
  • Good Problem Solving Skills.
  • Good leadership skills.
  • Good Presentation Skills.
  • Experience in call center at least 6 months as a Quality Coach/Trainer.
  • Good Knowledge of Microsoft Office (Excel and PowerPoint).

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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