Overview
Quality Officer- Customer Care Jobs in Dubai, UAE at Trans Skills Group
Position: Quality Officer- Customer Care 2 positions
A degree in a relevant area such as business management is particularly useful, especially if it includes quality management modules. Â Excellent documentation and presentation skills. Â Excellent knowledge of Microsoft Office & data analytics. Â Profound knowledge of
quality control
standards. Â Practical experience in
quality assurance
procedures. Â Strong interpersonal skills including adeptness in delivering constructive feedback. Â Effective organizational skills and familiarity with goal-setting methodologies.
Evidence of skill in data visualization and understanding of support metrics. Â Understanding of fundamental business metrics and their relationship with support operations. Â Requirements
Key Responsibilities
Establish and refine internal standards for support and
quality assurance
. Â Evaluate support engagements against predetermined quality benchmarks. Â Provide agents with constructive feedback and guidance during regular meetings. Â Engage in dialogue with agents to elaborate on and clarify feedback. Â Analyse customer service metrics and their correlation with support team performance. Â Devise strategies to enhance support KPIs. Â Assist in enhancing agent performance through targeted guidance and ongoing support.
Identify
training and onboarding
needs and spearhead relevant initiatives. Â Monitor customer service performance at both individual agent and team levels. Â Generate comprehensive reports reflecting support performance. Â Communicate support team performance findings to upper management. Â Participate in calibration sessions to ensure consistency in internal evaluations. Â Foster a
positive team culture
.
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Title: Quality Officer- Customer Care
Company: Trans Skills Group
Location: Dubai, UAE
Category: Quality Assurance – QA/QC
