Quality Assurance Specialist - Call Center

Danat Travels

Posted 30+ days ago

Experience

2 - 5 Years

Job Location

Cairo - Egypt

Education

Bachelor of Technology/Engineering

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job Description

We are seeking a diligent and detail-oriented Quality Assurance Specialist to join our Member Experience team at Danat Travels. As a pivotal team member, you will play a key role in ensuring that our Member Experience Associates consistently deliver high-quality service that aligns with and surpasses established standards.

Quality Monitoring:

  • Regularly monitor customer interactions across various channels (phone, chat, email) to assess service quality for diverse customer support teams.

Feedback and Coaching:

  • Provide comprehensive and constructive feedback to team members regarding their performance.
  • Conduct targeted coaching sessions to address specific areas of improvement and reinforce positive behaviors.

Performance Analysis:

  • Collaborate with team leaders to identify and address performance issues, proactively identifying trends and areas for improvement.
  • Maintain meticulous records of quality audits, coaching sessions, and performance improvement plans.
  • Generate detailed reports highlighting performance trends and proposing initiatives for continuous improvement.

Desired Candidate Profile

  • Not less than 2 years experience in a Quality Assurance role.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Familiarity with customer service software and tools.
  • Ability to adapt to a dynamic and fast-paced environment.
  • Ability to collaborate effectively with team leaders and associates.
  • Detail-oriented with a commitment to maintaining accurate records.
  • Proficient in generating and analyzing performance reports.
  • Travel Experience is a must.

Company Industry

  • Travel
  • Tourism

Department / Functional Area

  • Quality
  • Testing
  • QA
  • QC
  • Inspector

Keywords

  • Quality Assurance Specialist - Call Center

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Danat Travels

https://wuzzuf.net/jobs/p/z5vgorbwpr1m-quality-assurance-specialist-call-center-danat-travels-cairo-egypt