Quality assurance
Kuwait Finance House
مجموع سنوات الخبرة :9 years, 10 أشهر
Working at KFH ( Kuwait Finance House ) in Quality assurance department.
Duties & Responsibilities:
• Dealing with customers complaints.
• Provide solutions for customers and make sure that they are totally satisfied.
• Prepare a report about the negligent employee and send it to his team-leader.
• Implement the HR Policies and Procedures for negligent employee.
• Prepare monthly report about the quantity and types of complaints.
• Assessing customer requirements and ensuring that these are met
• Setting customer service standards.
• Determine training needs.
• Prepare monthly exam for staff.
• Prepare Scientific training materials.
• Evaluate call center staff.
• Listen to call center calls.
• Sending call observations for staff and team leader in order to improve the mistakes.
• Monitoring performance
• Making suggestions for changes and improvements and how to implement them.
• Using relevant quality tools and making sure managers and other staff understand how to improve the business.
• Doing Mystery shopper.