Description:

Please apply directly on https://afia.ae/quality-analyst/

The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

Key Responsibilities:
· Aligns quality standards to adhere to current company standards.
· Evaluates agent service delivery and product knowledge, and provides associated feedback and suggestions to enhance the customer experience and productivity.
· Compiles statistical data with narratives and present findings to the team and stakeholders.
· Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates
· Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience.
· Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement.
· Supports introductory and advance soft skills, product and/or technical training sessions.
· Manage communication and adherence to company’s policy and procedure changes.

Desired Skills and Experience
· Bachelor’s Degree
· At least 1-3 years of experience in Customer Service and/ or Telesales.
· Capable of producing adequate quality and quantity of work.
· Must possess effective verbal and written communication skills.
· Collaborate across departments and with people at different levels within the organization to accomplish a common goal.
· Communicate information in a clear, well organized and professional manner.
· Ability to adapt to new situations, learn quickly and to multitask in a constantly changing and fast paced environment.
Candidates ready to join immediately will be given preference.