Customer Service Quality Specialist

Application Deadline: 20 July 2024

Department: Customer Experience

Employment Type: Full Time

Location: Egypt

Description

We are seeking a skilled Customer Service Quality Specialist to join our team in Egypt. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating and improving the quality of our customer service interactions to ensure customer satisfaction and retention.

Responsibilities

Key Responsibilities

• Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.
• Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.
• Develop and deliver training programs to enhance customer service skills and knowledge.
• Identify and analyze customer service issues, and work collaboratively with other departments to develop and implement solutions.
• Conduct research to identify best practices in customer service, and implement new strategies and processes to improve overall quality.
• Analyze customer feedback data to identify trends and opportunities for improvement.
• Work closely with other team members to ensure a high level of customer satisfaction.
  
  

Requirements

• Fluency in Arabic and English (both spoken and written)
• Proven experience in a customer service quality assurance role.
• Strong knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office applications.
• Bachelor's degree in business administration, marketing, or a related field
  
  

Preferred Qualifications

Skills, Knowledge and Expertise

• Six Sigma (Green or Black Belt) / LEAN or any other quality management certifications