Quality Specialist for Customer Operations (H/F)

HR House International is recruiting for one of her client an international Customer Care Management Company:

Quality Specialist for Customer Operations (H/F)

Mission:

-  Monitor and analyze consultants calls and review emails for accuracy of information and call/e-mail handling standards

-  Ensure that consultants are delivering a high level of customer service

-  Verify that agents are providing accurate solutions to customers

-  Record evaluations utilizing departmental quality monitoring programs

-  Deliver coaching feedback to agents on call and e-mail performance

-  Provide Specialist and the Manager with regular performance feedback on the agents

Profile:

-  You have a degree in Quality Management or an equivalent diploma

-  You have a first experience in a similar position.

-  Excellent knowledge of English, French (written and spoken) in addition to Arabic

-  Proficient in MS Office (word, excel)

Skills:

-  Excellent organizational skills

-  Excellent analytical and problem-solving skills

-  Outstanding communication skills

-  Excellent organizational skills