Career Hunters - Kuwait City - 1. Monitor and assess the calls of the call centre agents and reporting results to the Quality Control Supervisor in order to increase the customer satisfaction. 2. Coordinate with the quality control team for monthly calibration session with quality control team. 3. Contribute to the overall profitability of the contact center by aiming to continuously improve customer satisfaction scores by executing call monitoring. 4. Ensure that the customer calls are kept confidential. 5. Take the lead in calibration sessions when team leader is unavailable. 6. Handle violations and take appropriate action as necessary. 7. Monitor and ensure constant level of calls are listened and evaluated per contact center representative. 8. Generate regular and special reports for the Quality Control Supervisor that summarize activities and escalate critical issues to provide effective recommendations in to meeting the key challenges. 9. Contribute to the communication plan through attendance of regu...
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