Team Leader,Customer Quality Assurance
National health insurance company (Daman)
Total years of experience :21 years, 3 Months
Making sure those quality standards of work are perfectly applied, responsible for training customer service agents in HQ & branches& giving training about work related updates, preparing training manuals, responsible to prepare Mednext users & TAT report. Responsible for monitor customer service agents job performance. Preparing weekly, monthly & yearly analysis & statistics. Following up on online services & intranet. Monitoring & preparing trend analysis reports for customer service agents, investigating customer complaints and following with the concerned departments to make sure that issues are resolved within the TAT.(Using Mednext -Solidus-DST - CRM & other work related softwares).
Mortgage and privilege coordination
Training & developing training methods & manuals
translation & secretarial work
Translating from English to Arabic and vice versa
Customer service team leader in a call center enviroment
English teaching
Translating from Arabic to English and vice versa