Our top-notch team of professionals is rapidly growing, and we are currently looking for an experienced Call Monitoring Officer to join us.
The group is a specialized company for outsourced omnichannel customer support, experience, and complaint handling. Our aim is to optimize your clients' experience, established upon the reliability and security of your services.
Responsibilities:
- Listen to recorded calls to assess agent performance in terms of communication, problem resolution, customer service, and adherence to company policies.
- Ensure compliance with regulatory requirements, internal policies, and customer service protocols.
- Prepare detailed reports on call quality and performance, highlighting strengths and areas for improvement.
- Perform regular audits of calls to ensure continued compliance with company standards.
- Assist in developing call scripts, guidelines, and best practices based on monitoring results
- Identify and flag high-risk calls or situations, proactively alerting management to potential issues that may require immediate attention or intervention.
- Any other rule relating to the above
Qualifications:
- Bachelor’s degree in business administration, communications, or a related field
- 2 years of experience in a call center environment, preferably in a quality assurance or monitoring role.
- Excellent communication skills, both written and verbal in English (other languages will be advantageous).
- High attention to detail and ability to evaluate multiple criteria simultaneously, with strong analytical and observational skills.
- Proficiency with call monitoring tools and customer relationship management (CRM) software.
- Ability to provide constructive feedback and motivate employees to improve performance.
- Strong problem-solving and decision-making skills.
- Ability to work independently as well as part of a team.
- Ability to work with confidential information and maintain high levels of integrity and professionalism.
- Flexibility to adapt to changing business needs and priorities.
- Strong understanding of customer service principles and practices.
Benefits:
- Up to 3k Gross according to qualifications and experience.
- Private Medical Insurance after completion of the first 3 months of employment.
- Employee Referral Bonus.
- 21 days of Annual Leave.
- 5 days of Paid Sick Leave.
- Corporate discounts.
- Free snacks and beverages daily, complimentary lunch on Fridays and sweet Mondays’ brunch to seize the week.
- Amazing Opportunities for career advancement vertically and horizontally.
- Magnificent Corporate Events and Team building activities.
- And many more….
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Call Monitoring Officer with reference number 3449.
Or you can apply directly through your candidate login by hitting the APPLY button.
