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Quality Control Supervisor

iSON Xperiences Egypt
Cairo, Egypt
Posted 5 years ago
118Applicants for2 open positions
  • 9Viewed
  • 1In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Supervises Quality Control Team
  • Set performance and job objectives for QC team
  • Managing the quality,monitoring targets in terms of remotely and side by side.
  • Managing , coordinating and facilitating frequently calibration sessions among all transaction observers.
  • Responsible for creating and designing the quality score sheets and to ensure the consistency with clients' and end users' requirements.
  • Managing both existing and newcomers' verification tests.
  • Ongoing review and confirm the call scripts for new and existing accounts
  • Closely monitor and analyse the customer satisfaction and NPS , and set action plans for improvement in accordance with concerned departments
  • Responsible for workload and tasks distribution among the team.
  • Attending internal / external kick-off meetings.
  • Develop Transaction Monitoring Approach in accordance to international standards.
  • Finalize and send all quality reports on the program and agent levels and create monthly dashboard presenting the quality department performance.
  • Set corrective & preventive actions to improve the quality performance.
  • Manage and control the communication between Quality Control Department and other Departments.
  • Perform any Task assigned by the direct manager

Job Requirements

  • University Graduate.
  • Excellent command of both spoken and written English.
  • Experience in Telecommunication projects is a Must.
  • At least 2 years’ experience in the same position as Supervisor
  • Knowledge of quality system(COPC) is preferable.
  • Excellent communication skills.
  • Customer service skills.
  • High level of analytical, interpersonal, team leading, communication &business writing skills.
  • Excellent problem solving skills
  • Time & task management
  • Computer Literate
  • Able to work well in a team environment.
  • Able to build high performance teams.
  • Decision maker.
  • Able to adapt with the changing business conditions in real-time.

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