Team Leader - Service Quality
Job Position: Team Leader - Service Quality Job Description: Transguard Workforce Solutions - Dubai - Job Purpose: The main purpose of Team Leader - Service Quality is to standardize the functioning of Call Center agents and ensure that their performance is measured against formally identified levels of performance. Quality ensures that agents are compliant with business guidelines and protocol, so as to avoid any conflicts i.e. in the event that a caller/customer is not satisfied with a product or the service, or deviance in the methodology utilized by various agents. The job description will require to: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to Operations management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Monitors email customer contact/live chats support if any. Participates in customer and client listening programs to iden
