Customer Intelligence & Quality Officer
Juma Al Majid Holding Group
Job location
Dubai
Employment status
Full–time
Job details
Job Information
Industry
Communications
City
Dubai
State/Province
Dubayy (Dubai)
Country
United Arab Emirates
Zip/Postal Code
337-1500
Job Description
• 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
Benefits
As per JAM Group Policy
