View Our Website View All Jobs

Senior Quality Specialist - Call Center

Justmop is rocking the region with its beautifully designed home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.

Do you envision shaping the future of home services in one of the fast-growing tech companies based in Dubai?

Then, don’t lose another second! Come onboard and be a part of this exciting adventure of growth and success and take over a key role in Senior Quality Specialist.

Join us and just shine with us!

About the job:

To design and deliver coaching programs for customer experience staff and provide updates and details on new services. The Senior Quality Specialist instructs and informs staff about system use and policies/process. Develops team skills in areas of customer experience and communication. Additionally, tracking staff performance to assess training effectiveness.

Your responsibilities would be:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyse internal and external quality reports for management staff review.
  • Coordinate mentorship programs for new customer service representatives.
  • Schedule regular training sessions (e.g. monthly or quarterly).
  • Liaise with managers and team leaders to encourage on-the-job coaching (e.g. how to handle difficult client cases).

What you should have:

  • Bachelor's degree from an accredited university.
  • 2 to 3 years of related Call Center experience.
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability & writing proficiency.
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel).
  • Bilingual a plus (Arabic and English).

Benefits:

We Care about you

Inquisitive Mind

Justmoppers Treats

  • Competitive salary.
  • Flexible working hours.
  • Continues team engagement activities and events.
  • Medical coverage.
  • Employee Referral Program.
  • Continuous learning with mentorship, coaching and on-the-job training.
  • Fast career growth.
  • Periodic internal training sessions to all employees.
  • Working with a great team and entrepreneurial working environment.
  • Special birthday day off.
  • Discounts and gifts vouchers.
  • Recognition & Reward Program.
Read More

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file