Quality and training manager
Holidayme
Total years of experience :8 years, 11 Months
Determining, negotiating and agreeing on in-house quality procedures, standards and
specifications for Customer service, sales and back end operations.
➢ Setting customer experience standards.
➢ Handle the customer satisfaction (C-SAT) across different channels (calls, emails, chats)
➢ Managing both Quality and training team (2 QA members and 4 trainers) across 3 sites.
➢ Monitor all operations that affect quality of service provided to the customers
➢ Establish quality and training SOPs for the organization to ensure best experience are
provided to end user customers
➢ Audit different process that will affect the organization both on customer experience and
revenue levels.
Ensure all the transaction made is meeting the standard quality level \ company statement of
directions.
➢ Handling all customer related complaints to the quality of service.
➢ Monitor agents calls \ emails and ensure delivering highest level of service quality
➢ Provide ongoing feedback to call center employees on how to improve quality results; ensure
compliance with control procedures.
➢ Conducting a monthly customer satisfaction survey\ analyzing the results.
➢ Collaborate with team to achieve better results.
Analyzing company overall sales performance.
➢ Conduct market research to identify selling possibilities and evaluate customer needs.
➢ Preparing a monthly agents performance gap analysis in order to improve performance.
➢ Handling all related sales reports\ analysis.
➢ Create frequent reviews and reports with sales and financial data.
-Senior
UAE - Directory Query
➢ Monitor CSRs calls and ensure delivering effective coaching.
➢ Gave recommendations and commendations on agents who give superb customer service.
➢ Work hand in hand with team leaders to improve team’s performance.
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