Call Center Quality Control Specialist

Job Description

Position: Call Center Quality Control Specialist<br><br>Location: Abu Dhabi<br><br>Salary: Can be discussed<br><br>Experience: More than 4 Years in monitoring inbound and outbound calls, and EPIC encounters including but not limited to CRMs, Appointments booked, and email responses to assess agent demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Participates in the design updating and editing of call monitoring formats and quality standards for both call center and pharmacy call center agents. Performs call monitoring, mystery shopping, knowledge tests, and Analyse data trends to identify gaps and improvement areas. The Quality Control Specialist will also be responsible for focused Quality Auditing in terms of new Contact Center agents, agents on Performance Improvement Plans, and any agents under focus. The QCS will also be responsible for handling day-to-day tasks including working the patient wait list, handling Service Excellence complaints and service recovery, CSAT auditing, and in general any interactions with our patients. Uses data points to compile and track performance at a department, team, and individual level. Works in conjunction with the leads of the department as well as the supervisors to ensure quality control and to assist the training and quality function.