QA Specialist

Full Time

Monitor customer service performance on the agent and team level;Review a subset of support agents’ conversations (chats, emails, phone calls);Assess support interactions based on internal standards;Report support team’s performance to the Team Leader;Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;Identify training gaps and suggest training solutions to fill them;Address clients’ feedback and follow up as needed;Prepare weekly reports on the CS agents’ performance and report to the Team Leader;Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;Accompany evaluations with meaningful and constructive feedback;Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metrics, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;Develop and expand the FAQ pages- internal & external.Requirements:English Written and spoken at native language levelExcellent Computer skills (knowledge of Microsoft Office tools)Excellent interpersonal and communicational skillsPresentation SkillsCapacity to learn, adapt and operate in a fast and dynamic environment.Ability to cope under pressure and in a stressful environment.Previous experience as a QA Specialist is a must.Previous experience in the Gambling industry and experience in Customer Support will be an added advantageAbility to multi-task between different responsibilities and proven time management skills.Training, monitoring and coaching skills

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