Description:
Hiring Quality Assurance Team Lead (Six Sigma Certified)
Client: UAE Based E-Commerce Company
Location: Dubai
Contract Period: Permanent
Salary: AED 6,500/- (Negotiable)
Job Requirements:
- Experience in customer service & quality assurance.
- Certification in Six Sigma/Lean Management
- Very analytical and data driven.
- Great people skills and ability to communicate constructive (negative) feedbacks.
- Problem solving capabilities to create strategies to improve support quality.
- Excellent English Arabic verbal & written (Arabic Preferred)
- Ability to work with little supervision
- Having a good knowledge in MS office and presentations skills
Roles & Responsibilities:
- Maintain and develop internal support and call center quality standards.
- Providing on going feedback to support agents and improve their performance with specific instruction and constant support.
- Analyzing all customer service metrics (FRT, CSAT) and explaining the effect of these metrics on team performance (KPI).
- Creating training materials and onboarding programs.
- Training and coaching agents whenever required.
- Monitoring agent’s performance and team performance level.
- Contribute to the team culture in a positive manner.