وصف الوظيفة
Quality Assurance Responsibilities:
- Review and evaluate agents’ interactions across multiple channels, including inbound/outbound calls, social media, WhatsApp, and surveys.
- Meet monthly interaction evaluation targets.
- Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer interactions.
- Provide agents with constructive feedback and actionable guidance via evaluation notification emails.
- Conduct follow-up discussions with agents to clarify and elaborate on feedback.
- Identify training and onboarding needs to enhance agent performance.
- Monitor customer service performance at both individual and team levels to ensure alignment with company standards.
- Generate detailed reports to reflect support performance and quality metrics.
- Identify and report system or process issues that may impact quality or customer satisfaction.
- Perform additional duties as assigned related to quality assurance.
Complaint Management Responsibilities:
- Manage the entire complaint lifecycle, from receipt through resolution, ensuring accurate data entry and documentation.
- Route complaints to appropriate branches for evaluation and action.
- Contact customers for additional information or follow-ups when required.
- Serve as the first point of contact in the complaint-handling process, acknowledging complaints and informing customers about next steps.
- Investigate complaints thoroughly and determine outcomes based on case details.
- Raise aggregator compensation tickets in the CRM after validating cases.
- Review and ensure the accuracy and completeness of agents’ complaint submissions before escalating them to the appropriate parties.
- Provide training to agents on the complaint-handling process, as directed by management.
- Assist the team with training on the CRM system's complaint module.
- Escalate unresolved customer concerns to the appropriate management level.
- Highlight technical issues related to data integration across customer touchpoints.
- Generate reports and analyze data to track complaint resolution performance, identifying trends and areas for improvement.
- Perform additional duties as assigned related to complaint management.
متطلبات الوظيفة
- Bachelor’s degree in Business Administration, Management, or a related field (preferred).
- Minimum 3-5 years of experience in quality assurance, complaint handling, or a similar role within a customer service environment.
- Native Arabic speaker with fluent English (written and spoken).
- Proficient in CRM systems and complaint management tools
- Proven experience in leading teams, mentoring, and driving performance improvements.
- Strong problem-solving and decision-making skills, with the ability to manage escalations and resolve conflicts effectively.
- Excellent analytical abilities to interpret performance data, identify trends, and provide actionable insights.
- Exceptional communication and interpersonal skills with a customer-first mindset and a focus on delivering high-quality support.
- Highly organized and detail-oriented with excellent time management skills.
- Proactive, adaptable, and capable of working in a fast-paced environment.
- Experience in generating detailed reports and presenting findings to management.
- Ability to provide constructive feedback and train team members on quality and complaint processes.
- Familiarity with quality monitoring software and technical troubleshooting is a plus.
- Commitment to maintaining confidentiality and adhering to company policies.