Intouch CX -
Company: Intouch CX –
WebSite: Maadi, Cairo, Egypt
Job Description:**Option:**
Oversee the monitoring and evaluation of customer interactions conducted in French across all communication channels (telephone, electronic mail, online chat, social media) to guarantee compliance with established quality benchmarks. Conduct routine performance assessments of customer service personnel, delivering constructive criticism and actionable recommendations. Identify prevalent patterns, recurring problems, and opportunities for enhancement within customer interactions, communicating discoveries to pertinent stakeholders. Partner with training and operational divisions to construct and enhance quality assurance protocols and instructional resources. Generate comprehensive quality reports and present findings to management to facilitate data-informed decision-making processes. Engage in calibration meetings to uphold uniformity in quality assessments across the team. Support the deployment of novel quality programs and process advancements. Aid in the creation and upkeep of quality scorecards and evaluation documents specifically adapted for French language interactions. Ensure adherence to corporate guidelines, client specifications, and regulatory mandates. Foster a collaborative team atmosphere by disseminating optimal practices and assisting colleagues in the attainment of quality objectives.
Skills: