RESPONSIBILITIES:

• Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs.
• Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
• Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
• Achieve operational efficiency through the utilization of QA tools to boost business potential/revenue.
• Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance.
• Partner and coordinate with Sales Supervisors and QA Team Leader to ensure alignment for any major decisions and actions in specific cases.
• Translate AR calls to EN as per the global office request.
• Prepare QA reports.
• Provide feedback to agents about any quality issues noticed.
• Perform other tasks as assigned.

REQUIREMENTS:

• 1-3 years in a BPO/Customer service position.
• Native Arabic and fluent English.
• Must possess effective verbal and written communication skills
• Good presentation and interpersonal skills.
• Excellent organizational and planning skills.
• Strong attention to detail, superior listening skills.

COMPENSATION:
Competitive Package