Job Title: Quality Control Specialist
Location: Westburry Tower, Business Bay, Dubai
Working Hours: Monday to Friday, 9:30 AM – 6:30 PM, Saturday 11:00 AM – 3:00 PM
Requirements: MUST speak Russian.
AX CAPITAL Real Estate is a dynamic and rapidly growing real estate firm, committed to delivering the highest level of service to our clients. We are seeking a dedicated Quality Control Specialist to ensure our agents consistently provide excellent service and maintain the highest quality standards. If you have a keen eye for detail and a passion for quality, we invite you to join our team.
- Call Monitoring: Listen in on incoming and outgoing calls to ensure excellent service and effective presentation, contributing to the overall quality of customer interactions.
- Performance Metrics: Review calls against established metrics for call length, quality, and opportunity generation, setting the benchmark for agent performance.
- Performance Measurement: Analyze agents’ conversations across all contact touchpoints to measure their performance, identifying strengths and areas for improvement.
- Client Feedback: Reach out to clients to request feedback on their interactions with our agents, actively seeking ways to enhance customer satisfaction.
- Data Privacy Compliance: Implement and ensure compliance with the company’s policies on CRM management tools to prevent misuse of data. Ensure that best practices and policies are followed for data security and privacy, in alignment with regulations.
- Team Collaboration: Participate in team meetings to discuss new industry trends, share agent review feedback, and collaborate on the implementation of quality management strategies. Contribute to a culture of continuous improvement.
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- Experience working in a customer service role within the real estate industry is desirable.
- Proven experience in quality control and monitoring, ideally in the real estate or related industry.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Knowledge of CRM management tools and data privacy regulations is advantageous.