| Job Location | Riyadh, Saudi Arabia |
| Education | Certification / diploma |
| Salary | $8,000 - $9,000 |
| Industry | Telecommunications |
| Functional Area | Not Mentioned |
As a Customer Service Quality Specialist, your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.Responsibilities:Establish and refine internal standards for support and call center quality assurance.Review a selection of support agents? interactions across various channels (calls, emails, chats, etc.).Evaluate support engagements against predetermined quality benchmarks.Provide agents with constructive feedback and guidance during regular meetings.Engage in dialogue with agents to elaborate on and clarify feedback.Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.Devise strategies to enhance support KPIs.Assist in enhancing agent performance through targeted guidance and ongoing support.Identify training and onboarding needs and spearhead relevant initiatives.Monitor customer service performance at both individual agent and team levels.Generate comprehensive reports reflecting support performance.Communicate support team performance findings to upper management.
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