April 19, 2009

Assistant Manager Quality Assurance required in Wateen Telecom

Department: Customer Service
Job Title: Assistant Manager Quality Assurance

Responsibilities:

  • Leading a team of executives responsible for the quality of the contact center operations.
  • Evaluating team(s) performance on Daily/Weekly/Monthly basis.
  • Ensuring that proper procedures of feedback are being followed.
  • Monitoring and Promoting excellent communication and interpersonal skills among team members and contact center executives.
  • Conducting gap analysis through recorded calls and bridging the gaps.
  • Generating quality scoring report and communicating statistics to management.
  • Coordinating and conducting sessions with team to ensure that proper feedback and inputs are given.
  • Meeting targets assigned by the Head of Contact Center(s).
  • Ensuring proper and smooth flow of information within the Contact Center.
  • Maintain and strictly adhere to PSM (Performance Scoring Module) statistics.
  • Ensure correct feedback is given and records and profiles are updated with comments.

Qualification & Experience:

  • BA/BBA/BBA-IT/BCS or Masters Degree holder.
  • 2-5 years experience in Contact Center Operations.
  • Excellent communication, presentation and negotiation skill.
  • Multi-task, maintain a high standard of service & quality.
  • Ability to have stress, time management and team player.
Please feel free to forward your resume to careers@wateen.com or apply at:
http://www.wateen.com/Careers from our 'Available Jobs' section.