BusinessChat is building a marketing automation software helping e-commerce grow their revenues over WhatsApp.

Backed by leading VCs in Saudi and Jordan, We are tapping into a billion-dollar industry. Equipped with talent and passion, we believe we can make a world-class product from Jordan.

Moto: Great People = Great Company

Join our team. Make us great!

The Call Center Quality Control Specialist is responsible for ensuring the quality of customer interactions and maintaining high service standards within the call center. The Call center includes inbound and outbound functions. This role involves monitoring and evaluating the performance of call center agents, providing feedback and coaching, onboarding new agents, keeping the internal knowledge base up to date, and implementing strategies to enhance the overall customer experience.

Calls/ Chat Monitoring and Evaluation:

• Monitor inbound and outbound calls/chats to assess agent performance.
• Evaluate calls based on predefined criteria such as communication skills, problem-solving ability, script adherence, and customer satisfaction.
• Use quality monitoring software and tools to track and record call quality metrics.

Feedback and Coaching:

• Provide constructive feedback to call center agents based on call evaluations.
• Conduct regular coaching sessions to help agents improve their performance and achieve quality standards.
• Collaborate with team leaders and trainers to develop and implement training programs.

Reporting and Analysis:

• Generate and analyze quality reports to identify trends and areas for improvement.
• Prepare detailed reports on agent performance and quality assurance metrics for management.
• Recommend process improvements based on data analysis and quality assessments.

Maintain Knowledge base Up to date:

• Make sure that all the material is available and up to date: knowledge base, script, and troubleshooting procedures….

Train the team members:

• Assure new employees onboarding.
• Train the team members on the new procedures, policies, and scripts.
• Assess the team members' knowledge periodically..

Compliance and Standards:

• Ensure that call center operations comply with company policies, industry standards, and regulatory requirements.
• Maintain up-to-date knowledge of relevant regulations and guidelines.
• Assist in the development and revision of call center policies and procedures.

Customer Experience Enhancement:

• Identify opportunities to enhance the customer experience through improved service quality.
• Work with other departments to address customer complaints and resolve issues effectively.
• Implement initiatives to promote a customer-centric culture within the call center.

- At least 2 years of experience as a customer quality control manager/ specialist in call center, BPO or software vendor

- Excellent Proficiency in English (spoken and written)

- High proficiency in Excel

- Detailed oriented 

- Preferably proficiency in intercom and Pipedrive or salesforce