Customer Care Quality Assurance Officer

Job description / Role Job Type Full Time Job Location Manama, Bahrain Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Customer Service Company Industry Insurance Job description The main duty of a customer care quality assurance officer is to evaluate customer interactions from multiple sources and channels, providing quality scores and proper feedback to agents. The incumbent is also responsible to perform investigation and evaluation for specific calls within predetermined time scales and are dealt with the highest standards of customer service. The CCU - QA will also collaborate to improve procedures, instructions, training, and correlated activities regarding continuous quality improvement process. The CCU - QA will correspond with care centre management accordingly and comply to always provide a customer-oriented service. Key responsibilities / what you do: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to management. Uses quality management tool to compile and track performance at individual level. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for all types of team or line of business. Provides feedback to care centre agent on what to maintain and improve based on the quality standards. Prepares and analyzes internal and external quality reports for management staff review. Analyzes the various parts of a problem properly and develops logical solutions within the permitted scope of work. Performs other duties as assigned. AI readiness Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use. Key requirements / what you bring: Bachelor's degree; medical background is mandatory. 2+ years experience in a middle management position in a call centre / customer care environment. Physically fit to carry out duties. Legally permitted to work in the country of operations. Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills. How we hire We do not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered. About us We are a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners' businesses or sold directly to customers and are available through four commercial brands.