Quality Assurance Supervisor

• 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.​

Majorel