Sales Direct Consumer Quality Assurance Senior Specialist.Sales Operation

Job Purpose

Quality & audit visit across sales channel to cover 80+ location to ensure covering all Etisalat sales activities and ensure in order to maintain Etisalat standards, policies to enhance experience and ensure NTRA regulations are met.

Report To Position Name

Quality & Audit Visits

• Achieve highest the assigned plan on monthly basis
• Share the shop results in the proper time
• The monthly plan must be fulfilled completely with a logic distribution across the month along with Performing a detailed quality visit cover all the business aspects
• Quality Of Sales monitoring
• Make sure of maintaining a unified Look & Feel across all shops
• Control all sales shops to meet company & NTRA rules and avoid shop closure
• Discover any violation & make sure the corrective action is taken.

Mystery Shopping Visits

• Mystery visits to shops to ensure quality is followed to ensure Etisalat policy are followed starting from sign board till documentation in each branch

· Mystery visits to Etisalat point of sales “In Direct” to ensure Etisalat policy are followed· Mystery visits on competitors to know about the Organization for develop new approaches

Telesales Calibration

• Telesales collaboration report and the initiative report to unify their standards with Etisalat

Reports

• Visit summary is sent within the agreed SLA "One business two for Cairo and 4 business days for remote" , C)share the shops results scores just after the visit in order to maintain the fast action from field side
• The System audit tasks must be owned by the QA assigned members to assure that no any abnormal trend / abidance by conducting the related audit check points such as collaboration, reports, etc. . "Zero complaint e-mails"

QUALIFICATIONS_ESSENTIAL

Knowledge:

• Expert knowledge of Sales Applications User Interface
• MS Excel
• MS PowerPoint

Education:

• Bachelor Degree in any discipline.

• Language Proficiency:

• • Good in spoken & written English & Arabic language is required

• Problem Solving:

• Defining the problem
• Generating alternatives
• Evaluating and selecting alternatives
• Implementing solution

• Innovation:

• Responsible on initiating new recommendations to enhance operation to close fraud gap , minimize time , all in order to enhance customer experience

• Skills & Abilities:

Listening & Presentation Skills

QUALIFICATIONS_DESIRABLE

N/A

EXPERIENCE_ESSENTIAL

• Minimum 5 years’ experience in relevant job.

EXPERIENCE_DESIRABLE

N/A

CERTIFICATIONS_ESSENTIAL

• Expert in Microsoft Excel

Expert in Microsoft PowerPoint