Quality Assurance Specialist
Uber
مجموع سنوات الخبرة :7 years, 8 أشهر
Cairo
-Perform quality audits on COE & BPO contacts.
-Provide insights to CommOps Managers on what CSRs can do better.
-Work with key Stakeholders to drive the quality agenda
-Help create and update reports to provide insights to other teams in the business on what is causing quality errors and how we can improve the Customer experience.
-Participate in the creation of recommendations on improvement based on customers feedback.
-Liaise with LOBs in the different markets supported by the COE to give feedback on what processes can be improved in order to increase the quality of our support.
-Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues
- Assist CommOps managers to help lead 10-15 CSR in the given LOB.
- Help with attendance, shifts planning, and publishing
- Coach team members and do the deep dives with the team members.
- Generate and communicate the individual numbers to CSRs, and work with them to improve the performance
-Managing an online platform for mobile retailers in Egypt through a sales, client service providing & social media teams (www.mobimongez.com)
-Developing and managing online marketing campaigns
-Ensuring brand awareness, engagement and traffic to both the website & social media channels
-Achieving a strong, visible social media presence and developing concepts with viral potential
-Continuously monitoring online public relations and ensuring the success of client programs
-Ensuring revenue growth through obtaining new Ads & new clients, as well as retaining existing clients
-Document detailed and trend based feedback to be delivered to the International Account Supervisor and reviewed by the relevant CCM “feedback pack”.
-Deliver on-target feedback to the International Account Supervisor and coach to initiate development, commitment & action to improve. Development plans to be updated (documentation).
-Assist with the development and maintenance of the call coaching resource library.
-Handling all inquiries & complaints received through social media channels within the agreed SLA
-Ensuring proper, helpful & professional engagement with fans/followers on Social Media channels
-Early alignment for increasing attacks, hot topics on all social media channels
-Ensuring customers’ satisfaction by answering their inquiries, handling their complaints & receiving their feedback and new ideas.
-Handling Customer’s inquires
-Handling Complaints & investigating the cases
-Escalating problems & providing relevant feedback to the right channels.
-Generating the Score sheet; acting as Floor Supervisor in night shifts.
-Ensuring service level agreements are met and maintained
-Coordinating between VDA and other Cross- Functional departments, such as COPS communications, Marketing and the IT Departments