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:-• Share agent wise quality scores and areas of improvement to the lead as and when coaching is completed • Document the coaching/feedback session over an email, this can be used by ops on agent PIP/documentation• Provide Feedbacks/Suggestions to Ops team on call quality improvement resulting in a better customer experience • Continuous Focus and Drive to meet and exceed SLAs• Identify and share any ZT issues observed during the transaction quality audit (Zero tolerance)• Be a part of the pre-post shift huddle with operations lead• Conduct periodic dip checks on the updates disseminated and share the observation with the Operations team• Rate associates on CSAT based on the way how the call/chat/email is responded, maintain an internal database of CSAT scores and map it with external CSAT scores• Identify why customers are repeatedly calling us and bridge the gap • Accountable for a reduction in repeats • Ensure all templates used for Live chat/Whatsapp/Email/Social Media is up to the date• Create new templates based on agents/lead requests in both Arabic and EnglishNPS – Net Promoter Score:-• Single Point of contact for Namshi to share NPS bi-weekly and monthly score• Drive NPS across the organization by performing the below task

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; following up to ensure resolution.

Sudan

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