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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.