Quality Assurance Analyst_Dubai
Company: Kuoni Global Travel Services The Quality Assurance Officer is responsible for reviewing and auditing cases, email and telephone interactions along with reviewing and investigating customer survey responses for the Call as well as contact Centre. The officer will also be responsible for facilitating calibration/group sessions regarding our quality program. A Quality Assurance officer is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s call/case experience when interacting with the Call/contact centre. The Quality Assurance officer is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations. Knowledge, skills and experience Bachelor’s degree or equivalent business experience required. Experienced with Service force and Avaya telephony required. Experi...