• 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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