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Quality Assurance Supervisor

majorel · 30+ days ago
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Overall Responsibilities:


       Hiring, Train, oversees the daily workflow of QA team.​

       Assisting the Contact Center Manager in preparing the supportive documents needed. ​

       Oversee efficiency of quality processes.​

       Ensure that all accounts meet the quality benchmarks and follow on the action plans. ​

      Oversees the daily workflow and schedules of the department.​

       Diagnoses problems and probes underlying issues to generate multiple potential solutions.​

       Conducts performance evaluations that are timely and constructive.​

       Meeting the team on One-to-One meetings to brief their performance and decide upon the action plans. ​

       Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.​

       Understanding customer needs and requirements to develop effective quality control processes.​

       Providing QA reports to the client.​

       Analyze the results and generate and audit QA reports to address problems and propose solutions and recommendations with the management.​

       Review all client reports generated timing, quality and perform needed analysis.​

       Distribute the team tasks and the measurement tools accordingly and Manage QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.​

       Ensure that the QA figures sustain progress. ​

       Managing End user satisfaction survey team and, monitor survey process, prepare materials as well as Conducts boundary analysis, research, and review of survey records uses appropriate mathematical formulas, and applications.​

       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 aligning agent’s evaluation with the end users’ expectations.​

       Make sure that the team keep company values and following all policies and procedures.​

       Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.​

       Communicate with all supporting functions in account related issues.​

       Liaising with other departments​

       Ensuring that service meets the COPC standards of quality including efficiency, and performance to achieve end-user and client satisfaction.​

       Monitor industry best practice.​

       Performs miscellaneous job-related duties as assigned​.

Job Requirements:

       Bachelor's Degree.​

       Level of English: Very Good Level.​

      telecom quality experience 6 Months at least

       Outstanding knowledge of QA terms, tools, and methodologies.​

       Strong Awareness by project’s Knowledge.​

       Presentation Skills. ​

       Proficient of Ms. Office.​

       Excellent Analytical thinking and business writing.​

       Crisis management. ​

       Monitoring and coaching skills.​

       Business writing. ​

       Strong attention to detail.​

       Problem solving techniques.​

       Decision-making skills. ​

       Motivation skills.​

Last updated on Nov 20, 2023

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