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Customer Care Lead (Arabic Speaking)(Minimum 2 years of experience as a Quality Lead)Role Objective:We are seeking a dynamic and experienced Quality Lead to join our Customer Care Center team. As a Quality Lead, you will be responsible for developing and implementing quality assurance strategies,, providing feedback and coaching to team members, and driving continuous improvement initiatives. Key Responsibilities:Previous experience in a call center environment as a Quality Lead for a minimum of two years, with a focus on quality assurance and monitoringIncrease and maximize productivity targets through driving retail KPIs and operation basicsWork effectively with call center teams, supervisors, and managers to implement quality initiatives and drive performanceStrong communication skills are required to provide feedback, coaching, and training to call center agents and management, along with being bilingual.Follow guidelines set in the ops manual relating to customer service and finance Knowledge of quality assurance processes, metrics, and best practices in customer serviceExperience with quality monitoring tools and systems to evaluate call quality and adherence to standardsDevelop and deliver training programs to enhance agent skills and improve overall quality performanceMaintain a customer-centric approach, ensuring that quality efforts align with enhancing customer satisfaction and loyaltyProficient in using Excel and PowerPointCore Competencies:Quality Assurance ManagementAuditing and MonitoringCoaching and FeedbackData AnalysisReporting and DocumentationQuality Management ToolsLeadership and Team ManagementCustomer FocusContinuous Improvement
