Job Description
ECCO Gulf Majorel Qatar is seeking an experienced professional to join our team as a Call Center Quality Assurance Specialist. This role is pivotal in ensuring that our service standards are consistently met and exceeded. You will be responsible for monitoring and evaluating the quality of inbound and outbound calls, providing feedback, and driving improvements in customer service delivery.
- Regularly listen to call recordings and monitor live calls to evaluate agent performance based on quality standards, customer satisfaction, compliance, and issue resolution.
- Provide detailed feedback and coaching to call center agents to enhance performance and service quality.
- Ensure that agents comply with legal, regulatory, and company policies (e.g., GDPR, PCI-DSS) during every customer interaction. Identify areas where procedures need reinforcement.
- Conduct one-on-one coaching sessions with agents to address performance gaps, provide additional training, and improve overall customer interaction quality.
- Assist in the onboarding process of new agents by introducing them to QA standards, call scripts, and performance expectations.
- Compile weekly, monthly, and quarterly reports that summarize agent performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and adherence to standards.
- Work with team leaders, supervisors, and the operations team to find solutions for recurring issues and inefficiencies. Ensure corrective actions are implemented and tracked for results.
- Stay updated with industry trends and best practices to continually improve quality assurance processes.
- Carry out any additional tasks assigned by management to support business goals or improve service and efficiency.
