- Listen to and review daily calls to ensure compliance with company standards and quality guidelines.
- Develop and maintain call evaluation forms and metrics (e.g., tone, enthusiasm, accuracy of information, adherence to script).
- Identify strengths and areas for improvement in agents communication.
- Ensure consistency in delivering key messages (offers, campaigns).
- Provide detailed reports and feedback to team leaders and agents.
- Highlight areas where agents need to improve and suggest practical recommendations.
- Work closely with the sales and operations teams to ensure alignment on performance goals.
- Recommend innovative methods and tools to improve the call monitoring process.
- Track and analyze KPIs (e.g., conversion rates, response quality, call handling time).
- Evaluate the impact of call quality on overall sales performance.
- Ensure agents are equipped with updated resources and guidelines for customer interaction.
- Generate insights to support management decisions regarding sales strategy and customer engagement.
- Support agents in developing better communication skills to improve customer satisfaction.
Requirements:
- Bachelor's degree in Business Administration, Marketing, or related field.
- 2+years of experience in Quality Assurance, Call Center Supervision, or Customer Service (preferred in sales-driven environments).
- Strong analytical and problem-solving skills.
- Excellent listening and evaluation skills.
- Ability to provide constructive feedback and coaching.
- Proficiency in Microsoft Excel, Google Sheets, or BI tools for analytics and reporting.
- Strong communication skills (both Arabic & English).
How to Apply
If you meet the above requirements and are looking for a challenging and rewarding opportunity to join our team, please submit your resume to ([Confidential Information]) & mention the job title in the subject.
