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| | http://careers.wataniya-palestine.com/career_preview.php?vacancy=90 | ID: | 90 | | Title: | Quality Assurance Analyst | | Department: | Customer Care | | Employment Status: | Full Time | | Employment Type: | Permanent | | Location: | Ramallah | | No of Positions: | 1 | | Responsibilities: | - Monitoring and measuring the delivered customer service using the methods and tools identified by Customer Care management.
- Performing gap analysis between the actual delivered service and the defined Key Performance Indicators (KPI) and communicating the result and provide feedback to ensure quality standards are met.
- With the Customer Care managers, developing the quality strategy for Customer Care department.
- With the Communication Coordinator, developing the communication strategy for the improvement and awareness of quality issues in the Customer Care department.
- Identifying service quality improvement opportunities and propose actions, communicate them and make sure they are addressed.
- Performing individual monitoring for CCRs as a request by supervisor and providing feedback.
- Planning and executing a call monitoring plan.
- Alerting the management teams in case of punctual problems such as scheduling impacting the service level and operational efficiency indicators.
- Participating in the analysis of daily, weekly and monthly activity reports to identify opportunities to optimize the service level.
- Continuously improving monitoring methodology and feedback.
| | Requirements: | - Minimum two years experience in a similar job ideally in a telecommunication environment.
- Analytical and problem solving capabilities.
- Excellent listening skills.
- Good sense of organization and care for details.
- Reporting skills.
- Excellent communication skills.
- Team spirit.
- Dynamic and proactive.
- Initiative.
- Comprehension of the strategy and the stakes of Customer Care.
- Bachelor Degree in related filed.
- Proficiency in Arabic and English (oral and written). Additional language would be an asset.
- Computer Literacy knowledge (Microsoft).
| | Post Date | 2009-07-23 | | Posting End Date: | 2009-07-30 |
| Apply Now | |
http://careers.wataniya-palestine.com/career_preview.php?vacancy=90
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