quality assurance
stc
Total years of experience :15 years, 1 month
•Participates in design of call monitoring formats and quality standards.
•Performs call monitoring and provides trend data to site management team.
•Uses quality monitoring data management system to compile and track performance at team and individual level.
•Monitors email customer contacts.
•Participates in customer and client listening programs to identify customer needs and expectations.
•Provides actionable data to various internal support groups as needed.
•Coordinates and facilitates call calibration sessions for call center staff.
•Provides feedback to call center team leaders and managers.
•Prepares and analyzes internal and external quality reports for management staff review.
- Manage more than 12 agents at the same time and monitor them with the customers to support internet services.
- Make the necessary recommendations and technical support for the team.
- Preparation of studies and technical recommendations to solve everyday problems and guide members of the action team.
- Increasing the performance for the broadband support center and there knowledge, improve all supporting techniques, behavior, and culture.
- Identify lessons learned and develop a database of all staff, customer complaints and the work of proposals to resolve this.
- Training and evaluation of customer service and technical support staff.
- Train new employees (call center process, systems and new services).
- Follow up on reported problems for ADSL and fixed lines, managing all the related activates and give feedback to the customer.
- Analyze & monitor all customers' complaints.
- Handling the transferred calls and support the first layer team.
- supporting first layer team.
- Answers customer's calls/faxes/e-mails to solve billing, technical problems & answers any general inquiries especially technical issues.
- handles and solves all customer’s inquiries and complaints directly.
- escalates unsolved problems to other departments within Jordan Telecom Group.
- Make configuration for all modems, routers and networks.