Team Leader - Service Quality

Job description / Role

Job Purpose: The main purpose of Team Leader – Service Quality is to standardize the functioning of Call Center agents and ensure that their performance is measured against formally identified levels of performance. Quality ensures that agents are compliant with business guidelines and protocol, so as to avoid any conflicts i.e. in the event that a caller/customer is not satisfied with a product or the service, or deviance in the methodology utilized by various agents.

The job description will require to:
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to Operations management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contact/live chats support if any.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center agents & team leaders.
• Prepares and analyzes internal and external quality reports for management review.
• Prepare synopsis for high level customer complaints and recommend response and resolution to concerned department for closure.

Requirements

Skillset (job specific technical skills and behavioral competencies needed)
• Quality Mgmt. System exposure, six sigma / lean / Kaizen, etc.
• Good communication and interpersonal skills.
• Strong customer focus and excellent telephone manners.
• Ability to work well in teams;
• Strong operational and fair amount of technical knowledge
• Ability to set, meet and exceed targets;
• A focused and self-motivated approach to work;
• Intermediate level of knowledge/expertise with MSOffice tools (Word and Excel).
• Need to be familiar with internet and basic navigation
• Email tools i.e. outlook, lotus notes, etc.
• Any CRM / core financial platforms or online support tool
• Worked in a corporate office environment

Minimum experience
• Min 4 – 6 years’ Experience in contact center/ customer care experience and at least 2 - 4 yrs. Quality assurance role.
• Preferred under BFSI business segment.

Minimum Qualifications/education
• Diploma/ bachelor’s degree
• Bilingual (Eng. & Arabic) preferred.
• Min 4 - 6 years of contact center /customer care experience excellent oral, written and interpersonal communication skills.
• Knowledge on process improvement programs and best practices.
• Intermediate to advanced level of knowledge with Credit Cards products & any other financial services Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment and good interdepartmental coordination.
• Dedication to providing exceptional customer service

About the Company

Transguard Workforce Solutions delivers Professional Contract Staffing (also known as Employee Outsourcing) within the UAE.

Our Workforce Solutions include:

• Delivering Sourcing and Recruitment Solutions for Clients in need of identifying Contract or temporary Staff.

• Providing a complete end to end Staffing Solution which includes Visa Sponsorship, HR Management, Employee Welfare & Payroll Services.

• Transitioning Contract Staff from other staffing providers to Transguard while remaining compliant with UAE Labour and Immigration Laws.

Transguard Workforce Solutions currently employ over 2000+ Staff from over 70 different nationalities. Across the Group, we payroll over 70,000 employees monthly.