Quality Assurance Supervisor
Majorel
- Cairo
- Permanent
- Full-time
- 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.