Al-Hassan Ghazi Ibrahim Shaker Company
Monitor the quality of the Contact center and ensure that employees have the needed knowledge and are working as effectively as possible and that customers are satisfied with the speed and quality of service they receive.
Responsibilities:
Listening to given target of calls for Inbound and Outbound calls.
Recording the result of the call evaluation in the follow-up report (daily – weekly – monthly).
Send the evaluation to the employee with an explanation of the errors and attach the evaluation. ( with coaching if needed)
Inform the team leader when there are notes about the employee’s performance. ( with coaching if needed)
Sending an email to the responsible department if the customer didn’t served by the employee.
Conduct call survey to measure customer satisfaction for all departments of the company.
Contact customers who requested to be contacted regarding the quality of the service, for all department of the company.
Conduct investigation and escalation calls for any department and do the needful.
Auditing and evaluating the work of the sales department and social media sites. ( with coaching if needed).
Qualification:
Education:
High school degree or above.
Experience:
Excellent communication skills.
Detail oriented.
Ability to work under pressure.
A good listener and Auditor.