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Customer Intelligence & Quality Officer

Company Name: Juma Al Majid Holding Group L.L.C.
Employment Type:Full Time
Location: Dubai
Experience: 3+ years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
Support towards ensuring that Quality monitoring evaluation targets are met.
Conducts Coaching sessions related to voice calls (inbound and outbound) to amplify the agent’s strengths on a weekly basis. Supports Customer Quality Officer in coaching sessions related to non-voice customer engagements.
Random real-time monitoring of calls by conducting side by side evaluation.
Collates all necessary data required for reporting purposes.
Fully capable of taking on the tasks of Customer Support & Services Junior Officer and managing all types of customer engagements – voice (inbound and outbound) and non-voice.
Supports Customer Quality Officer in conducting regular calibrations with the Customer Quality Junior Officers (if applicable) and the Customer Support & Services team across all projects.
Extremely familiar with operational know-how of Genesys and its functionalities (outbound and inbound projects), and able to take on responsibilities of a Customer Support & Services Junior Officer (Call Agent) to support the operation – as directed by the Customer Support & Services Manager and/or Contact Center Supervisor and/or Customer Quality Officer.

BA Degree or equivalent
3 years’ experience in Customer Service
Fluent in English writing/speaking – fluency in Arabic is also preferred.
Outstanding leadership, interpersonal, and problem-solving skills. 
Excellent verbal and written communication skills.
Effective listening skills
Ability to adapt to change and multi-task are essential qualities.
Advanced Skills in Microsoft Office
Excellent time management
Excellent team player