Quality Assurance & Revenue Specialist at Global Profilers

Job Purpose
The individual will ensure that established procedures and quality standards of the Company is met and monitors these against agreed targets.

Responsibilities

•     Monitor Telephone calls, e-mails and chats from the Call Centre to ensure continuous improvement of service quality
•     Give feedback to Customer Care Representatives on Calls, e-mail and chat quality
•     Produce a daily/ weekly Quality assessment report
•     Capture performance management indices from Call Centre and other staff of the company
•     Identify outliers (those whose performance are far below the standard) and recommend them for training
•     Organize mystery shopping for the organization’s travel centers and capture reports
•     Identify training needs based on result of continuous quality monitoring
•     Keep a library of good, average and poor calls/ e-mails and live chats

Qualification and Experience:

• ·         Minimum of B.Sc. Degree 
• ·         2-3 years relevant work experience as a Quality Assurance  Specialist in the Telecommunications/Aviation industry
• ·         Previous Customer Service experience
• ·         Excellent Communications skills
• ·         Strong sales and persuasive skills