◦ Driving contact experience to improve and preserve the highest standards of service.◦ Understanding business metrics, perform analysis and dive deep to support the site. ◦ Identify root-causes and provide recommendations.◦ Manage Performance audits by auditing contacts quality and compliance.◦ Additional/ad-hoc tasks which include contact audits requests from Program teams, Training team, etc. as and when assigned by the QTM.◦ Provide quality insights and share agent level action plan with the TMs based on the contact audits.◦ Actively participate in the team huddles and team meetings conducted by the TMs.◦ Improved quality of service and customer experience by providing coaching sessions to agents to improve contact handling skills.

My key responsibilities:- Assisting the customers in both languages Arabic and English.- Listening carefully to customer's inquiry.- Taking the right actions to solve customer's problems.- Reporting any unusual activity or patterns immediately.- Reaching out and coordinating with other teams to get the needful information to assist the customer.- Following up with customers to make sure their problem is solved and having no more questions. - Reporting any misleading or wrong information with any product.