Abu Dhabi - The role will require the candidate to:- Quality Assurance Define, develop and implement an end to end quality assurance framework & methodology to be used across the contact center and OSS operations Define and develop quality manuals & supporting processes to be used by the contact center and OSS operations Design call quality monitoring framework, field operations quality monitoring sheets and monitors quality standards. This is applicable for all contact types (call and email) within the call center and all jobs handled within OSS operations Maybe required to join the OSS Engineers from time to time during customer site visits to check quality of work being performed at the site Takes lead on initiatives to engage with customers in order to identify customer needs and expectations. Recommend actions, seek approval and implement quality actions to uplift customer experience WFM Prepare daily, weekly, monthly and quarterly schedules for the operational team(s) - Call Center ...
APPLY NOW
more
Latest UAE Jobs
