Customer Intelligence & Quality Officer Full Time

About the job
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
BenefitsAs per JAM Group Policy