About Us:

Join one of the leading Translation & Localization Companies in the world! Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We're currently expanding our team globally, join our global team in our new journey now!

Job Summary:

As a Quality Coach/Specialist you will be responsible for monitoring and documenting agent communication and transactions in support of the company and departmental quality goals and initiatives. The Quality coach evaluates both verbal and written customer contacts with agents. This team member participates in the design of all quality monitoring formats and quality standards. The Quality coach will fairly and consistently review the calls and emails of agents for accuracy and coach each agent for success in executing superior service and quality to our customers. The Quality coach documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required. This role is heavily analytical and requires critical thinking skills.

Job Description:

• Monitor Agents calls and review emails for accuracy of information and call handling standards
• Ensure that Agents are delivering a high level of customer service using call driver analysis, repeat caller analysis and other data consolidation tools
• Verify that agents are providing accurate solutions to customers
• Record evaluations utilizing departmental quality monitoring forms
• Deliver coaching feedback to supervisors and/or agents on call and email performance
• Provide Supervisors and Managers with regular performance feedback on the agents
• Prepares and analyzes quality reports for Management review
• Perform root cause analysis and report to management
• Participate in development of reference documents to drive quality improvement
• Participates in the design of quality monitoring forms and quality standards
• Conducting Calibration sessions with supervisors and management
• Conducting counter audits to ensure Sage is calibrated
• Transcribing calls for management and/or legal
• Perform any other duties as assigned

Key Requirements:

• Exceptional listening and analytical skills
• Detail oriented
• Flexible
• Attention to details
• Teamwork
• Work effectively with minimal supervision.
• English language Fluency is a must.
• Minimum 1 year of experience in QA, especially in call center.
• Experience developing and implementing QA programs is highly preferred
• Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction
• Exceptional listening and analytical skills
• Proficient in Word, Excel, and PowerPoint for presentations and reports required
• Salesforce experience preferred
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.

Working Conditions:

• Working days: Monday to Friday.
• Working Hours: 04:00 PM to 01:00 AM.
• Hybrid.
• Office Location: Al Maadi.