Job Overview
Summary
Call Quality Agents are responsible for assessing customer interactions, including calls and emails to ensure adherence to company standards.
Key Responsibilities
- Identify performance gaps, offer feedback and coaching to agents for improvement, and ensure compliance with regulations and policies.
- Drive continuous improvement through data analysis, reporting, and collaboration with supervisors and trainers to develop training programs and initiatives for enhancing call center quality and agent performance.
- Review customer interactions (calls, chats, emails) for quality assessment.
- Evaluate factors: professionalism, guideline adherence, accuracy and customer experience.
- Use predefined metrics to assess agent performance.
- Identify improvement areas such as call handling, empathy, listening, problem-solving.
- Offer constructive feedback, highlight strengths, and suggest improvements.
- Ensure compliance with regulations, standards and policies.
- Analyze data for process improvements and training needs.
- Prepare detailed reports for management.
- Collaborate to maintain consistency in evaluations.
- Develop and deliver training programs for improvement.
- Provide ongoing support to help agents meet performance goals.
Competencies
- Excellent communication skills.
- Very good reporting skills.
- Good command of M.S. office.
- Ability to work well under pressure.
Language
- Arabic (required)
- Kurdish (required)
- English (preferred)
Number Of Positions
4
Experience
1-2 years of work experience in relevant field.
Education
Bachelor Business Administration or related fields.
Location
Erbil
