Customer Relation – Quality Assurance Officer

We are looking for Customer Relation – Quality Assurance Officer to measure Call Center performance compliance vis-a-vis the expectations of the Call Center Agent overall behaviour & empathy.

The position will also be responsible to assess the overall performance of Jazeera’s call center and review inbound and outbound calls, assess agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures, as well as submit recommendations for enhancements of the overall customer’s experience.

Responsibilities and Duties:

• Highlight areas of risk within the business (the call center, call administration, and customer care) to ensure business risk reduction
• Provide solutions to improve the overall performance of the call center
• Analyze call, voice, and email quality made by call center agents and work on improving the same
• Define and address potential customer interaction issues
• Review and evaluate customer feedback to increase satisfaction and improve sales closings
• Propose new ideas to be implemented with immediate effect to enhance customer service and satisfaction
• Measure call center quality metrics and evaluate the level of service scores
• Review and evaluate the targets achieved by call center agents (daily, weekly, and monthly)
• Assess agents' knowledge, skills, and overall performance
• Listen to live or recorded calls
• Attend TKD Agents One-on-One Interface with Walk-in Passengers
• Implement customer satisfaction surveys
• Set KPIs for Call Protocol and Customer Satisfaction

Requirements and Qualifications:

• Bachelor’s Degree in relevant subject
• Minimum 2 years of experience in Quality Assurance & Customer Service
• Relevant experience in Banking, Automobile, Aviation & Telecommunication is preferred
• Excellent English communication skills. Arabic will be an added advantage
• Attention to details, quality, and meticulousness of tasks