firas Nassar

Customer care Team Leader at JORDAN MOBILE TELEPHONE SERVICES

• Jordan - Amman
• My current job since January 2005

Quality Assurance team leader: (Sep 2009- Present)

• Provide the Contact center supervisors and manger with the necessary feedback regarding the department’s deficiencies and training requirements
• Ensure that all the necessary information and procedures updates are provided to all reps at all times
• Make sure all information is clear to all agents.
• Check all First Call Resolution finding & knowledge if it according to our policies and procedures or not and correct that are not.
• Take mastery shopper Role to correct all related information regarding offers or broadcasts on the spot before launch it to customers. As pre simulation, and after the launch as Post Simulation.
• Give the proper feedback, actions and recommendations to all related party, to reach to high performance of knowledge & quality already given to our customers.
 Achieve Interactive Voice Response (IVR) utilization by end of every year (minimum 85%).
 Update the IVR and Automatic speech recognition ASR system with all products, services and new solutions in order to enhance IVR system and accommodate market needs to increase system enhancement
 Responsible for all issue related to the Directory Services.
 Applies work standard and procedure(KPIs, KPT and SLAs)