Quality Assurance Coordinator
Apple
Total years of experience :14 years, 4 Months
•Responsible for coaching the agents on a daily and weekly basis and developing an action plan for quality non-achievers.
•Accountable for creating presentations, quality team calibrations, and monitoring calls.
•Utilize strong skills in analysing agent’s quality scores, identifying the root causes behind low quality scores, and creating and implementing a proper plan to improve them.
•Coordinating with operations team to resolve potential problems.
•Actively involved in finding mutual relationships between quality and different KPIs.
•Key role in developing and maintaining internal support and call center quality standards.
•Setting a high standard of accomplishment in ensuring that an effective quality program is in place and leading and guiding the team with the quality plan.
* Manage team performance and make sure all members are achieving their targets;
* Lead new members and guide them through work ethics and environment;
* Maintain motivation level for all members specially older ones making sure they are in good spirit and help them find their self motivations;
* Attend weekly/monthly meetings with management to oversea account performance and how to achieve/maintain business targets;
* Work closely with operations manager to plan for satisfying the shareholders requirements;
* Conduct training sessions to individuals and teams to demonstrate the different skills and new products;
* Deliver workshops to certain groups for enhancing soft skills specially customer service/sales techniques.
•Displayed proficiency in dealing with the angry customers and resolving their problems.
•Held accountability for preparing reports for the team's KPIs and participating in daily briefings with the team for discussing daily plan.
•Accountable for identifying and resolving workplace and interpersonal barriers to performance.
* Raise customer's awareness of company products
* Achieve account sales targets through telesales
* Explain the specifications of the products for the clients and check their needs
* Selling products and close deals with the customers.
selling different products to potential customers
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