Team Leader - Service Quality job - Transguard Workforce Solutions - Dubai, Dubai

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Transguard Workforce Solutions jobs

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Job Posted December 11, 2017

Team Leader - Service Quality  

Job description / Role Job Purpose: The main purpose of Team Leader – ... in the methodology utilized by various agents. The job description will require to: • Participates in design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to Operations management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Monitors email customer contact/live chats support if any. • Participates in customer and client listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Provides feedback to call center agents & team leaders. • Prepares and analyzes internal and external quality reports for management review. • Prepare synopsis for high level customer complaints ...

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