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Quality Supervisor

majorel-egypt · 30+ days ago

-

Negotiable

Full-time

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Main Responsibilities:

Manage QA team & oversee the daily workflow.
Assisting the quality Manager in the hiring selection & preparing the supportive documents & needed reports.
Oversee efficiency of quality processes.
Diagnoses problems and probes underlying issues to generate multiple potential solutions.
Conducts monthly & annual performance evaluation meetings to track and enhance performance.
Manage the QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.
Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.
Providing to the client QA reports.
Investigate and respond to complaints.
Analyze the results and audit QA reports to address problems and propose solutions and recommendations to the management.
Review all client reports in terms of timing, and quality.
Keeping accurate documentation and performing statistical analysis.
Distribute the team tasks and the measurement tools accordingly.
Understanding customer needs and requirements to develop effective quality assurance processes.
Ensure that all accounts are meeting the quality benchmarks and follow the action plans.
Ensure that the QA figures in sustain progress.
Responsible for generating QPR & gathering all insights and providing recommendations to improve the business internal and external
Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
Manage auditing reports for Customer Care activities & transactions.
Maintain survey tracking documentation and Manages the development and improvement of surveys.
Responsible for analyzing the correlation between transaction monitoring results and end-user survey results, to understand the end-user behavior and align the agent’s evaluation with the end users’ expectations.( as per assigned )
Highlight any service affecting non-compliance and supports the operational team.
Mentor and coach representatives by providing constructive analysis of their work and measuring the performance improvement that enhances the customer experience.
Evaluate & review the training efficiency.
Creating the weekly and monthly presentations.
Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
Ensure subordinates comply with the code of conduct and policies.
Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.
Working with Global and regional teams to ensure alignment and continuous cooperation.
Ensure that all the processes of Quality meet COPC Standards and requirements
Monitor industry best practices.
Performs miscellaneous job-related duties as assigned.

Requirements:

Bachelor's Degree.
Level of English: Very Good.
Experience in Orange account Quality in minimum 1 year.
Outstanding knowledge of QA terms, tools, and methodologies.
Strong Awareness of account Knowledge.
Presentation Skills.
knowledge of data analysis statistical methods
Proficient of Ms. Office.
Excellent Analytical thinking and business writing.
Crisis management.
Monitoring and coaching skills.
Business writing.
Strong leadership & attention to detail.
Problem solving techniques.
Decision-making skills.
Motivation skills.

•

Last updated on Nov 6, 2023

About the company

majorel-egypt

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