Employer Stream International Egypt
Job Title Quality Team Manager
Languages French and English
Country Egypt
Job Category Call Center, Customer Service
Job Type Full Time
Description Lead team members, foster their professional development and growth, and promote teamwork and cooperation. Identify and analyze current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate. Solicit constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department. Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement. Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers. Host quality calibration sessions, both internal and with client. Monitor and track progress and effectiveness of department quality projects. Keep abreast of new technologies and systems that may help team and improve quality. Conduct ongoing research in an effort to find effective quality programs. Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement. Promote a clear understanding of the importance of quality measures and control within the customer service and support industry. Deliver periodic training and call coaching.
Qualifications 3 years Experience in the call center field. minimum 1 Year experience in the same position Skill in providing an exceptional customer experience. Skill in verbal and written communication to analyze, interpret and address customer needs. Knowledge of contact services industry and best practices. Knowledge of PC applications. Ability to work with minimal guidance or supervision in a time critical environment. Ability to be flexible and quickly adapt to changing business needs and processes. Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Gender Any
Experience 3 - 5 Years.
Salary (L.E.) Negotiable
Job Contact Info. Stream.Amcham@gmail.com
Company Name Stream International Egypt
Website www.stream.com
No. of Employees More than 100
Sector Information Technology, Customer Service
Profile Stream Global Services is a premium business process outsource (BPO) service provider specializing in customer relationship management including sales, customer care and technical support for Fortune 1000 companies. Stream is a trusted partner to some of the world’s leading technology, computing, telecommunications, retail, entertainment/media, and financial services companies. Our service programs are delivered through a set of standardized best practices and sophisticated technologies by a highly skilled workforce of approximately 30,000 employees based out of 50 locations in 22 countries supporting 34 languages. Stream continues to expand its global presence and service offerings to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn more about the company and its complete service offering, please visit www.stream.com
Job Title Quality Team Manager
Languages French and English
Country Egypt
Job Category Call Center, Customer Service
Job Type Full Time
Description Lead team members, foster their professional development and growth, and promote teamwork and cooperation. Identify and analyze current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate. Solicit constructive feedback from agents, team members, management and customers on an ongoing basis regarding procedures and processes within the department. Provide management with information and feedback regarding quality of our services. Feedback should include suggestions of improvement. Implement effective quality programs within the department, including delivering program results to the Business Director to share with customers. Host quality calibration sessions, both internal and with client. Monitor and track progress and effectiveness of department quality projects. Keep abreast of new technologies and systems that may help team and improve quality. Conduct ongoing research in an effort to find effective quality programs. Work with Operations to gather statistical data on quality performance by following documented processes that identify root cause and provide detailed measurable actions to ensure continuous improvement. Promote a clear understanding of the importance of quality measures and control within the customer service and support industry. Deliver periodic training and call coaching.
Qualifications 3 years Experience in the call center field. minimum 1 Year experience in the same position Skill in providing an exceptional customer experience. Skill in verbal and written communication to analyze, interpret and address customer needs. Knowledge of contact services industry and best practices. Knowledge of PC applications. Ability to work with minimal guidance or supervision in a time critical environment. Ability to be flexible and quickly adapt to changing business needs and processes. Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Gender Any
Experience 3 - 5 Years.
Salary (L.E.) Negotiable
Job Contact Info. Stream.Amcham@gmail.com
Company Name Stream International Egypt
Website www.stream.com
No. of Employees More than 100
Sector Information Technology, Customer Service
Profile Stream Global Services is a premium business process outsource (BPO) service provider specializing in customer relationship management including sales, customer care and technical support for Fortune 1000 companies. Stream is a trusted partner to some of the world’s leading technology, computing, telecommunications, retail, entertainment/media, and financial services companies. Our service programs are delivered through a set of standardized best practices and sophisticated technologies by a highly skilled workforce of approximately 30,000 employees based out of 50 locations in 22 countries supporting 34 languages. Stream continues to expand its global presence and service offerings to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn more about the company and its complete service offering, please visit www.stream.com
