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.
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