مصطفى جلال

Job Responsibilities
1. Verifies the agents’ results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous closure of the call.
2. Provides feedback to the agents by monitoring calls; conducting regular coaching sessions.
3. Evaluates the agent’s approaches by rating effectiveness of telemarketing service representatives.
4. makes sure of the accuracy and quality of the information that is delivered by the reps to the patients.
5. Monitors the reps results by measuring their skills in the use of scripts, product knowledge, sales skills, language and soft skills, and improving it.
6. Rates the performance of the reps and measures the effectiveness of the coaching sessions.
7. Helps the agent’s direct manger to improve the agent’s performance by coordinating with him and assisting him when requested.
8. Providing quality ratings.
9. Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
10. Develops new techniques that will help with improving the reps results in quality and productivity.
Job Tasks
1. Provides feedback to the team leaders and managers about the overall performance of their reps.
2. Develops new techniques that will help with improving the reps results in quality and productivity.
3. Update and compile the reps’ improvement.
4. Record feedback to let the rep know about his/hers areas of improvements.
5. Conducting effective coaching sessions to help the reps work on the areas that need development and make sure that reps are in compliance with the quality guidelines and clients’ needs.
6. Co-ordinate with the team leaders to get updates on the assigned teams.
7. Conduct effective coaching sessions with the agents regarding their call quality and their soft skills.
8. Reports the fatal violations to the quality manager/TL and follow the department’s penalty system after taking the required approvals.
9. Performing extra tasks when requested by the QA team leader/ manager; which includes:
* Pulling up, listening, evaluating and giving feedback on requested recordings.
* Conducting coaching and training sessions when needed.

Worked at Mobinil call center from 24/2/2008 to10/9/2009 solution

Job prescription
Help the customers to solve their problems to reach their satisfaction

Solve their bills problem
Connection problem
Knowledge about the product and search about the new product and services that the company every day offer