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Call Centre Executive Job Vacancy in UAE Dubai

Posted date [2024-11-02]   (ID: 32423)
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The objective of this role is to audit the work done by call center agents (LOBs like Chat, Inbound & Outbound ca BO,) The role also caters to incremental improvement to achieve process excellence.

Key Performance Areas (KPAs) & Principal Accountabilities:
Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.
Developing and implementing quality control audit plans.
Monitoring and evaluating the team based on the key performance indicators (KPIs)
Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit\'s policies and procedures.
Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
Maintain process SLAs
Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.



Requirements
Experience (Yrs & Field):
Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards, and Knowledge of different industries, sectors, and roles will be an added advantage
Added advantage to know NPS
Educational Qualification:
Diploma (essential)
Graduate (preferred)

Professional Certifications:
Hospitality/Six Sigma/Customer Experience
Job Title Call Centre Executive
Job Description The objective of this role is to audit the work done by call center agents (LOBs like Chat, Inbound & Outbound ca BO,) The role also caters to incremental improvement to achieve process excellence.

Key Performance Areas (KPAs) & Principal Accountabilities:
Audit calls/chat/back office team of the call center, recorded or live, in order to assess compliance with protocols and quality parameters.
Developing and implementing quality control audit plans.
Monitoring and evaluating the team based on the key performance indicators (KPIs)
Providing coaching, advice, and guidance based on audit findings, and delivering performance feedback to associates as outlined in the business unit\'s policies and procedures.
Preparing reports and maintaining ongoing record keeping of results of assigned audits utilizing established guidelines
Maintain process SLAs
Assisting in the implementation of standard procedural guidelines for new business. Accomplishment of other process works as per the business requirement.



Requirements
Experience (Yrs & Field):
Prior experience of a minimum of 1 year in the quality process, continuous quality improvement, and quality standards, and Knowledge of different industries, sectors, and roles will be an added advantage
Added advantage to know NPS
Educational Qualification:
Diploma (essential)
Graduate (preferred)

Professional Certifications:
Hospitality/Six Sigma/Customer Experience
Post Details
Job Start Date
Salary from 0.00
Salary to 0.00
Number of Vacancies 1
Location Job Location -> UAE Dubai
Location City Dubai
    
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location
Work Experience 1-2 Years
Candidate Profile Description
Job Classification
Job Type Job Type -> Full-time
Industry Type Job Industry -> Retail
Job Function Job Functions -> Call Center
Employers Details
Company Sharaf DG
Contact Person
Designation
Telephone +971600502034
Email sharafdg(at)gmail.com
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