QPP Specialist (Reps Quality)

Job details
Job Type
Full-time
Full Job Description
Job Summary:

A QPP Specialist implements the procedure or set of procedures intended to ensure that performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer as per the company’s policies.

Role responsibilities:

Investigate the complaints received from customers/merchants and take the necessary action as per prescribed disciplinary rules.
Check and evaluate the representative's rating and insure and follow the quality standards.
Evaluate different surveys from Representatives about ROs and Support and take necessary actions.
Regularly Investigate and Keep a check on Reps and customers' Fraud orders (fraud investigations).
Available to work on different shifts based on the department's requirements.
Interpret and comply with quality process standards.
Oversee the implementation and ensure the efficiency of inspection and quality systems.
Document quality process activities.
Inspect data to detect areas for improvement
Elaborate, recommend and oversee improvement actions.
Report on results of quality activities.

Role qualifications:
Diploma graduate or equivalent required.
Six months of experience in customer service-related industry required.
Fluency in English & Arabic writing/speaking.
Fluency in Computer & Microsoft applications.
Excellent negotiator.
Excellent verbal and written communication with excellent listening and time management skills are required.
The ability to adapt to change and multi-task are essential qualities.
Demonstrated Customer service communication skills.
Self-motivated and energetic personality and an excellent team player.
Punctual and efficient, with the ability to prioritize.
Analytical skills
Problem-solving and decision-making skills

Additional information:
Rotation shifts, and off days are applicable