On-Site Jobs in Kuwait

Posted 2 days ago

Contact center quality assurance (QA) is a process aimed at monitoring, evaluating, and improving the interactions between customers and agents in a contact center. QA ensures that agents provide a consistent, high-quality service that meets the company’s standards and complies with industry regulations. Here’s an overview of the key components:1. Call Monitoring:Supervisors or quality analysts listen to recorded calls or observe live interactions between agents and customers.They assess the agent's communication skills, adherence to scripts, empathy, problem-solving abilities, and compliance with protocols.2. Performance Metrics:First Call Resolution (FCR): The percentage of calls resolved during the first interaction.Average Handle Time (AHT): The average time spent on each customer interaction.Customer Satisfaction (CSAT): A measure of how satisfied customers are after their interactions.Net Promoter Score (NPS): Gauges customer loyalty based on how likely customers are to recommend the service.Compliance Adherence: Ensuring agents follow legal and internal guidelines during interactions.3. Evaluation Forms:Standardized evaluation forms are used to score interactions across various dimensions (e.g., professionalism, communication, accuracy).Forms may include both objective criteria (e.g., did the agent verify the customer’s information?) and subjective criteria (e.g., did the agent show empathy?).4. Feedback and Coaching:After evaluations, agents receive feedback on their performance.Targeted coaching sessions help agents improve their weak areas, whether in communication, technical skills, or policy adherence.Ongoing training and development programs can address common issues across the team.5. Customer Feedback:Direct feedback from customers through post-interaction surveys or other channels provides insights into customer satisfaction and areas for improvement.This data is often integrated into the QA process to measure real-world impact.6. Compliance and Risk Management:Ensuring that agents comply with legal requirements (e.g., data protection, regulatory compliance) is crucial.QA can help identify potential compliance risks, such as improper handling of sensitive information or failure to follow required scripts.7. Technology and Tools:Many contact centers use specialized QA software to streamline the process of monitoring, scoring, and reporting on interactions.Artificial Intelligence (AI) and speech analytics tools are increasingly used to automate parts of the QA process, analyzing large volumes of interactions for trends and insights.8. Reporting and Continuous Improvement:QA teams regularly generate reports on performance, highlighting trends, key performance indicators (KPIs), and areas needing attention.Continuous improvement plans are put in place based on data gathered through QA efforts, aiming to enhance both agent performance and customer satisfaction.9. Lead Management & Sales:Lead management and sales involve capturing, tracking, and nurturing potential customers (leads) to convert them into actual buyers. Here’s a brief overview:Lead Capturing: Leads are sourced from various channels like websites, ads, or inbound calls.Lead Qualification: Leads are categorized as cold, warm, or hot based on their readiness to purchase.Lead Nurturing: Agents maintain regular communication, follow-up, and provide personalized content to keep the lead engaged.Sales Conversion: Once leads are ready, agents pitch the product or service, address objections, and close the sale.Tracking & Reporting: CRM tools help monitor lead progress and agent performance, optimizing future efforts.Implementing a strong QA program ensures that the contact center not only meets its operational targets but also provides a consistently positive customer experience.

Posted 7 days ago

Job Purpose / Responsibilities – Supervise and perform collective, planned, preventive & breakdown maintenance ensuring 99% quality of work accomplished and 99 % work completed. Analyze & interpret machine performance based on machine records, log reports & complaints record and take or suggest corrective measures to achieve Plant quality procedure. To achieve 97% of machine utilization by minimizing breakdowns and to ensure Plant quality assurance system requirement.Key Responsibility- To lead the mechanical team to execute the jobs effectively. To perform the duties of Mechanical Engineer during his absence @100% efficiency. Routine checking of running equipments and take corrective actions in order to prevent breakdowns for achieving Plant quality assurance system requirements. Check and maintain minimum level of spare parts requirements for related equipment without affecting equipment’s time efficiency and report to maintenance engineer. Analyze & interpret machine performance based on machine records, log reports & complaints record and take or suggest corrective measures to achieve Plant quality procedure. To record on logbook with 100% accuracy for all observations, breakdowns and action taken, work achieved or in progress. To ensure safe working with all necessary safety guidelines, monitor and ensure proper tool using, safekeeping of tools & cleanliness of work areas and equipments Supervise and/or perform expansion projects & modification works according to the schedules and plans. Attend all Emergency calls for breakdowns and take appropriate action during night and off days within one hour.

Posted 7 days ago

Experienced Network and Security Administrator with a comprehensive background in Cisco ACI, Cisco DNA Center, SD-Access, Cisco ISE, CUCM, Palo Alto, and Fortinet FortiGate. The ideal candidate will be responsible for designing, implementing, managing, and securing the company's network infrastructure and unified communications systems.Main Duties and Responsibilities/Performance Standards: 1.            Network Design and Implementation:Design, deploy, and manage Cisco ACI fabric solutions in data center environments.Utilize Cisco DNA Center for network automation, assurance, and analytics.Implement and manage Cisco SD-Access for secure network segmentation and policy-based access control.Configure and maintain Palo Alto and Fortinet FortiGate firewalls for network security.2.            Unified Communications:Deploy, configure, and manage Cisco Unified Communications Manager (CUCM) to support voice and video communication solutions.Administer and optimize unified communications infrastructure, including call routing, voicemail, and collaboration tools.Troubleshoot and resolve issues related to voice quality, connectivity, and system performance.3.            Security Management:Configure and manage Cisco ISE for secure network access control, identity management, and policy enforcement.Manage and maintain security configurations on Palo Alto and Fortinet FortiGate devices, including threat prevention, VPN, and firewall rules.Conduct regular security assessments and implement mitigation strategies to protect against vulnerabilities and threats.4.            Network Monitoring and Optimization:Monitor network and unified communications performance using Cisco DNA Center and other monitoring tools.Identify and resolve network issues to ensure optimal performance and minimal downtime.Maintain detailed network and communications documentation, including configurations, topologies, and standard operating procedures.5.            Support and Troubleshooting:Provide advanced technical support for network and security-related incidents, ensuring quick resolution and minimal impact on business operations.Collaborate with cross-functional teams to address complex technical issues and implement network changes.Participate in on-call rotations to provide 24/7 support and incident response.6.            Continuous Improvement:Stay current with the latest trends and technologies in network, security, and unified communications.Proactively recommend and implement improvements to network architecture, security policies, and unified communications systems.Mentor and train junior network engineers and administrators.Performance Competencies:Excellent communication and interpersonal skills with strong negotiating skills to resolve any disputes and disciplinary matters.Ability to work with all types of individuals in multiple settings and locations and to promote diversity in the workplace.Must be able to prioritize and work effectively in a constantly changing environment.Awareness of required organizational practices and accreditation standards.Leadership and team management.Network and security infrastructure design and implementation.Policy development and optimization.Accreditation support.Incident response and resolution.Monitoring and operations.

Posted 7 days ago

The Professional Service Engineer - Production & Automation Software is responsible for the deployment of software solutions to Oil and Gas customers.Responsibilities:Install, upgrade and configure SCADA and Production Optimization Systems.Build screens, workflows and reports to support customer operations and SCADA hardware.Interact with customers to understand and troubleshoot product issues.Support for third party application rollout based on business need.Provide support to internal and external clients working on consulting projects which use the company’s optimization software.Help field support/clients with upgrading and configuring the software.Provide customs solutions through scripts.Provide team leadership in absence of Team Lead.Guide junior members of the deployment team in solving issues that they may be facing.Train users in system usage and administration.Provide custom solutions, utilities and system integration using scripts along with the procedural documentation and relevant reports.Participate in software testing during the release cycle as end customer.Identify cause of problem reported by debugging program/scripts and if necessary, correct them or report them to the developers.Gain a firm understanding of Production Optimization Products and how it works from the users’ perspective.Able to troubleshoot issues related to SCADA hardware and radio communications.Perform various other duties and activities as assigned by supervisor within the physical constraints of the job.

Posted 8 days ago

We are looking for Contact Center Quality Assurance OfficerContact center quality assurance (QA) is a process aimed at monitoring, evaluating, and improving the interactions between customers and agents in a contact center. QA ensures that agents provide a consistent, high-quality service that meets the company’s standards and complies with industry regulations. Here’s an overview of the key components:1. Call Monitoring:• Supervisors or quality analysts listen to recorded calls or observe live interactions between agents and customers.• They assess the agent's communication skills, adherence to scripts, empathy, problem-solving abilities, and compliance with protocols.2. Performance Metrics:• First Call Resolution (FCR): The percentage of calls resolved during the first interaction.• Average Handle Time (AHT): The average time spent on each customer interaction.• Customer Satisfaction (CSAT): A measure of how satisfied customers are after their interactions.• Net Promoter Score (NPS): Gauges customer loyalty based on how likely customers are to recommend the service.• Compliance Adherence: Ensuring agents follow legal and internal guidelines during interactions.3. Evaluation Forms:• Standardized evaluation forms are used to score interactions across various dimensions (e.g., professionalism, communication, accuracy).• Forms may include both objective criteria (e.g., did the agent verify the customer’s information?) and subjective criteria (e.g., did the agent show empathy?).4. Feedback and Coaching:• After evaluations, agents receive feedback on their performance.• Targeted coaching sessions help agents improve their weak areas, whether in communication, technical skills, or policy adherence.• Ongoing training and development programs can address common issues across the team.5. Customer Feedback:• Direct feedback from customers through post-interaction surveys or other channels provides insights into customer satisfaction and areas for improvement.• This data is often integrated into the QA process to measure real-world impact.6. Compliance and Risk Management:• Ensuring that agents comply with legal requirements (e.g., data protection, regulatory compliance) is crucial.• QA can help identify potential compliance risks, such as improper handling of sensitive information or failure to follow required scripts.7. Technology and Tools:• Many contact centers use specialized QA software to streamline the process of monitoring, scoring, and reporting on interactions.• Artificial Intelligence (AI) and speech analytics tools are increasingly used to automate parts of the QA process, analyzing large volumes of interactions for trends and insights.8. Reporting and Continuous Improvement:• QA teams regularly generate reports on performance, highlighting trends, key performance indicators (KPIs), and areas needing attention.• Continuous improvement plans are put in place based on data gathered through QA efforts, aiming to enhance both agent performance and customer satisfaction.9. Lead Management & Sales:Lead management and sales involve capturing, tracking, and nurturing potential customers (leads) to convert them into actual buyers. Here’s a brief overview:• Lead Capturing: Leads are sourced from various channels like websites, ads, or inbound calls.• Lead Qualification: Leads are categorized as cold, warm, or hot based on their readiness to purchase.• Lead Nurturing: Agents maintain regular communication, follow-up, and provide personalized content to keep the lead engaged.• Sales Conversion: Once leads are ready, agents pitch the product or service, address objections, and close the sale.• Tracking & Reporting: CRM tools help monitor lead progress and agent performance, optimizing future efforts.Implementing a strong QA program ensures that the contact center not only meets its operational targets but also provides a consistently positive customer experience.10. Criteria:• Native Arab• 2-4 years exp in similar role• Locally available with transferable residency• Immediately Available

Posted 10 days ago

Initial establishment of benchmarks and all the stations as the reference. Based on these operations the horizontal and the vertical control is established.The angles between the survey lines created have to be measured.All the details of the survey are explained and located based on the stations and the lines between the stations. The details are the streams, buildings, milestones, streets and any other natural or man-made features present in the area surveyed.For the constructions works related to buildings, culverts, sewers, bridges, and water supply schemes the lines have to set out and the grades are established by the surveyor.Height or the elevation of certain points are determined by surveying by the surveyor. Or in either case, specific points have to be established in required elevations.Carrying out topographic surveying. This is the surveying of contour of the given land which involves both vertical and horizontal controls.Parallel lines and perpendicular lines have to be established.The inaccessible points have to be measured.To conduct survey past the obstacles. Many miscellaneous field works based on the trigonometric and the geometric principles have to be conducted.Determination of the meridian, latitude, and longitude or to determine the local time by carrying out observations on the sun or a star.Surveyor use liberal number of sketchesEach day of survey work must end up with a brief note. This must have the title of the work, the date of survey, the conditions of weather, the personnel involved, the list of the instruments and the equipment used.It is recommended not to erase. If a mistake is made, rule through the mistake and the corrected value is marked above it.The daily notes created must be signed.

Posted 10 days ago

1. Preparation:Marination: Prepare marinades for meats, vegetables, and breads using a variety of spices, yogurt, and other ingredients. The marinade is crucial for the distinct flavor of grill / tandoori dishes.Ingredient Prep: Chop, slice, and season ingredients. Ensure that everything is ready before cooking begins.2. Cooking:Tandoori Cooking: Operate a tandoor oven, a traditional clay oven used for cooking grilling / tandoori dishes. This involves managing the fire, maintaining the proper temperature, and placing items in the grilling / tandoor for cooking.Grilling: Cook meats, seafood, and vegetables to perfection. Ensure they are cooked evenly and to the desired level of doneness.3. Monitoring:Temperature Control: Keep track of the cooking temperature inside the tandoor and adjust as needed to ensure consistent results.Quality Control: Check for the right texture, flavor, and presentation of dishes.4. Hygiene and Safety:Cleanliness: Maintain a clean and organized workstation. Ensure that the tandoor and other cooking equipment are cleaned regularly.Safety: Follow food safety standards to avoid cross-contamination and ensure the food is cooked to a safe temperature.5. Presentation:Plating: Arrange cooked items attractively on plates or serving dishes. Garnish as needed to enhance visual appeal.Serving: Work with other kitchen staff to ensure timely delivery of dishes to the front of the house or directly to customers.6. Collaboration:Teamwork: Work closely with other kitchen staff, including sous chefs, line cooks, and dishwashers, to ensure smooth kitchen operations.Communication: Communicate effectively with the kitchen team and front-of-house staff to coordinate orders and address any special requests or issues.7. Inventory Management:Stock Control: Monitor and manage inventory of ingredients used in grilling / tandoori cooking. Ensure that supplies are stocked and order new items as needed.A grill cook in a tandoori kitchen must have a good understanding of Indian spices and flavors, as well as the technical skills required to operate a tandoor. The role demands precision, creativity, and a passion for delivering high-quality, flavorful dishes.

Posted 13 days ago

WATHIF is a Recruitment Consulting company that is passionate about connecting talented Job Seekersto the opportunities available at our diverse portfolio of Clients.Role & responsibilitiesJob Role Outline:This position is one of the most critical roles to our operations and will be responsible for the recruitmentfunction. In providing this support, the role will interact with candidates/applicants, hiring managers,executives and other areas of human resources as needed, while providing a high level of customer serviceand maintaining quality throughout the recruitment process.Job Responsibilities• Execute the full recruitment cycle [end to end process] within the team.• Manage corporate phone screens, schedule interviews with potential candidates and organize candidate logistics for clients.• Source potential candidates through various channels, including social media platforms like Facebook, TikTok, and professional platforms like Naukri, Shine, Monster, LinkedIn, and Bayt.• Experience in hiring candidates from both IT and Non-IT backgrounds.• Familiarity with recruiting concepts and staying updated with the latest trends.• Proficiency in recruiting techniques such as headhunting, calling, networking sites, referrals, and internet-based recruiting tools.• Strong experience in bulk hiring.• Understanding of the local hiring market for relevant technology skill sets, conducting marketanalysis, and identifying suitable applicants.• Build and maintain strong social media presence. • Maintain a high level of confidentiality at all times.• Achieve the target set by the company and as assigned by the recruitment manager• Ability to work under pressure, prioritize effectively, meet deadlines, and handle multiple demands simultaneously.• Demonstrated ability to deliver results in a target-driven environment.• Experience of working in a target-driven environment.

Posted 13 days ago

WATHIF is a Recruitment Consulting company that is passionate about connecting talented Job Seekersto the opportunities available at our diverse portfolio of Clients.Role & ResponsibilitiesJob Role Outline:This position is critical to our clients' digital marketing strategies and content creation needs. The role willbe responsible for planning, developing, and implementing digital marketing campaigns while creatingengaging content for various companies and social media platforms.Job Responsibilities• Develop, implement, and manage digital marketing campaigns across multiple platforms,including Google Ads, Meta Ads and campaigns, LinkedIn, and more.• Create, edit, and publish engaging content for websites, social media platforms, and other digitalchannels.• Optimize content using various SEO techniques to improve search engine rankings and driveorganic traffic.• Analyze and report on the performance of digital marketing campaigns, using tools such as GoogleAnalytics and social media insights, to refine strategies.• Manage social media accounts, ensuring consistent brand messaging, audience engagement, andgrowth in followers.• Collaborate with creative team members/third parties for content related projects.• Stay updated with the latest trends in digital marketing and content creation, applying newstrategies as appropriate.• Build and maintain strong relationships with clients, understanding their unique needs anddelivering tailored solutions.• Ability to work under pressure, prioritize effectively, meet deadlines, and handle multiplecampaigns simultaneously.

Posted 14 days ago