Digital Quality Assurance Agent Full-time Job
1 week ago IT & Telecoms Dubai 82 views Reference: 32977Job Details
What You'll Do
Monitor customer service performance on the agent and team levels.
Review a subset of support agents’ conversations (chats, emails, phone calls).
Assess support interactions based on internal standards.
Report the support team’s performance to the Team Leader.
Evaluate CX agents on a regular basis to identify areas of improvement and knowledge gaps.
Identify training gaps and suggest training solutions to fill them.
Prepare weekly reports on the CS agents’ performance.
Provide feedback and coaching about case handling to the agents and point out opportunities for improvement.
Accompany evaluations with meaningful and constructive feedback.
Deep dive into the operational procedures to identify opportunities to up-skill the CX team performance.
What Are We Looking For?
Bilingual in Arabic and English.
Excellent communication skills
3+ experience in customer service and quality assurance roles.
Experience in monitoring and reviewing digital customer support interactions.
Strong analytical and reporting skills.
Capable of evaluating and coaching CX agents.
Identify training gaps and deliver solutions.
Problem-solving and critical thinking abilities.
Excellent time management and organization skills.
Company Description
Our smart kitchen operating system (SKOS) - built in house, ensures speed and efficiency, in all our operations, across the business, with a focus on making sure our customers are always satisfied and that their brand is continuously growing.
Kitopi enables restaurants to open delivery only locations by providing the necessary infrastructure and software with minimal capital expenditures and time as well as taking care of the entire customer experience journey: receiving and processing orders, cooking, delivery operations and managing customer feedback.
