| Job Location | Dubai, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | IT Services; Administration Support Services |
| Functional Area | Not Mentioned |
Job title: Customer Follow Up Quality Assurance SpecialistContract: SalariedDepartment: ITHours of work: Standard - 9:30 - 18:30Salary Range: 6k-7k AEDOverride/Incentive: as per company policyIntro: This role created to put in order all records in CRM. To create set of rules and steps for Lead follow up process in CRM. To conduct training sessions in co-operation with Learning & Development department.Main purpose: ? Assist in evaluating, re-designing processes and service metrics, while analyzing results, in order to recommend constructive changes in the CRM usage and Follow Up process.? Monitor Agent?s compliance to CRM usage and Follow Up quality, and customer service standards and satisfaction.? Create scripts and scenarios to improve quality, minimize errors and track operation performance.? Plays a key role in the planning, testing, and implementation of CRM system enhancements and increasing conversion rates.? Monitor and analyze agents daily calls quality and ensure that proper steps were taken regarding completing the call objectives, documenting all required information and completing required tasks in CRM system.? Perform regular random quality Control checks on agreed call sample size for each new/ old agent and Validate critical Issues.? Deliver above average satisfaction by providing superior quality at all levels of the business processes.Key responsibilities: ? Review a subset of agents? conversations (calls, emails, chat, etc) in CRM;, ? Assess customer interactions based on internal standards;, ? Accompany evaluations with meaningful and constructive feedback;, ? Discuss and explain feedback with agents in regular meetings;, ? Help agents improve their performance with specific instructions and constant support;, ? Map the need for training and onboarding programs and initiate these projects;, ? Create reports that reflect agents? usage of CRM and Follow Up performance;, ? Report agents? usage of CRM and Follow Up performance to higher-ups;, ? Contribute to the team culture in a positive manner., ? Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all agents. , ? Uses CRM tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with agents to ensure continued success in conversion rates. , ? Develops and conducts targeted group and/or individual coaching sessions that address Follow Ups and CRM usage deficiencies and/or improvement opportunities. , ? Provides structured and timely recommendations through verbal and/or written feedback to Team Managers, management, and training. , ? Collaborates with Team Leaders to identify and streamline processes and implement process standards that enhance leads follow up quality. , ? Assists with the design and successful delivery or workshops and training. , ? Observes and complies with all internal CRM regulations and protocols. , ? Performs related duties as assigned.
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