Job Position: Team Leader – Service Quality
Job Description: Transguard Workforce Solutions – Dubai – 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 fi…see more details
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