Customer Service Quality Assurance & Training Supervisor
Jollychic Regional Office
Total des années d'expérience :5 years, 7 Mois
Managing the outsourcing call center Quality Assurance & training department as well as the inouse customer service teams & training department.
Quality Assurance for all customer service channels such as ( Call center, Live chat, Social Media ...etc.)
Job Tasks :
-Evaluating the performance of customer service emplyees for different departments (call center voice & chat agents, social media agents, data entry, finance team, Aramex call center teams & quality assurance teams in all countries.
-Giving knowledge training for new joiners & conducting on the job coaching sessions as well as other one one coaching/ training sessions.
-Creating & updating manuals for the daily use of customer service representatives.
-Creating & delevering performance reports on daily/weekly/monthly basis to the concerned parties.
-Giving brief feedback about agents performance upon request or whenever needed.
-Setting development & enhancement plans for better customer service.