Mobark Ali Email & Phone Number

United Arab Emirates

United Arab Emirates

Dubai, United Arab Emirates

• KPI:-
• Ensure QA’s will conduct Transaction Quality Audits and pass the feedback to the associates
• Meet and exceed the number of transaction quality audit’s for the week along with agent coaching
• Ensure QA’s will have Calibration Sessions with operations to bridge the understanding gap
• Report and Publish Transaction Quality Metrics
• Conduct Bi-Monthly Product Knowledge Test on the product/process changesData Accumulation and Observation:-

Dubai

• Accountable for auditing calls/chat/email and sharing the feedback to associates
• Share questions for product knowledge assessment to Operations
• Be a part of transaction quality calibration and share my inputs
• Conduct Dip-checks on process changes that were driven
• Conduct Pre-post shift meetings with associates and educate them about areas of opportunity as a team and update them with the changes deployed
• Helped to build templates for all customer channels which helped us to manage call quality and standard response across channels like Chat/Email and Social Media

Dubai

• Attracts potential customers by answering product and service questions; suggesting information about our products and services.
• Help customers by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.

Sudan

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