Job closed
Ref: OP004-30
Job description / Role
Kemistry HR are seeking a full time Quality Assurance Supervisor for a leading holding group.
The main purpose of a 'Quality Assurance Supervisor' is to standardise the functioning of call centre employees, ensuring that their performance is measured and monitored. The Supervisor will ensure that all employees are compliant with set guidelines and protocols.
Key Responsibilities include;
- Designing call monitoring standards
- Monitor calls to collaborate and present data to management team
- Use CRM systems to track performance on an individual and team basis
- Provide feedback to call centre agents and team leaders
- Prepare synopsis for high level customer complaints and recommend response and resolution to concerned employees and departments
Requirements
- Bachelor's degree
- English & Arabic preferred
- (2 - 3 years) of customer care experience
- Knowledge on process improvement programs
- Knowledge of credit card products and any other financial services
About the Company
MCG Associates is a leading international executive search & recruitment company specialising in the communications industry. We connect many of the world’s most innovative and respected organizations with top talent across entire career lifecycle - from exceptional graduates to top-ranking business leaders. Facilitating our clients’ needs across Account Handling, Creative Design, New Business, Planning, Project Management, Production and Marketing disciplines.