Quality Assurance - BPO (Work from Home)

We are one of the biggest insurance brokerage houses in the UAE and looking for a Quality Assurance for a home-based position to start ---------- ee Employee Assistance Program for all employees and immediate family members.

We are enabling the remote workforce globally, wherever you are. (To know who AFIA and how you could become a part of the AFIA family, please click the link: ---------- /watch?v=CwTluIMNZ1U)

In order to qualify for the role, you should be available as per the working hours and interested in a long-term committed ---------- this position a Quality Analyst is responsible for assessing the customer experience / productivity and ensuring quality assurance standards set by the company. The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

Key Responsibilities:
Aligns quality standards to adhere to current company standards
Evaluates agent service delivery and product knowledge and provides associated feedback and suggestions to enhance the customer experience and productivity
Compiles statistical data with narratives and present findings to the team and stakeholders
Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates
Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience
Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement
Supports introductory and advance soft skills, product and/or technical training sessions
Manage communication and adherence to the company’s policy and procedure changes
Motivate and engage agents to maintain and exceed quality standards and expectations

Desired Skills and Experience:
Bachelor’s Degree or in-lieu of degree equivalent education and work-related experience
At least 1-3 years of experience in Customer Service and or Telesales
Capable of producing adequate quality and quantity of work
Must possess effective verbal and written communication skills
Collaborate across departments and with people at different levels within the organization to accomplish a common goal
Communicate information in a clear, well organized and professional manner
Ability to adapt to new situations, learn quickly and multitask in a constantly changing and fast-paced environment
Proficient with Microsoft office applications
Candidates ready to join immediately will be given preference

Working Hours:
9:00 am to 6:30 pm GST (1:00 PM to 10:30 pm PST) Sundays to Thursdays; and
9:00 am to 1:00 pm GST (1:00 PM to 5:00 PM PST) Saturdays.

Technical Requirements
Laptop or Desktop (Core i5 or I7) 7th gen till 11th gen, 8gb ram, 500GB HDD above or 240GB SSD) with webcam
Headset - USB based headset, noise-cancelling
Required Internet Speed: : ping below 5ms, Download speed 15Mbps above, Upload speed 10Mbps above for stand-alone connection
Uninterrupted power supply system with back-up of 4 hours
Environment: quiet background facilitating outgoing and incoming call

Please apply directly by sending your updated resume with detailed duties and responsibilities to ---------- and with Subject Line: Quality Assurance - Your Name - Onlinejobs.PH. Due to the high volume of applications, we regret to inform you that we will reach out only to those applications that are a close match for the role.