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 |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| 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. Requirements 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 |
