Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Tracks projects transaction monitoring adherence process and escalates gaps.
- Reviews all QA related metrics at site level and reviews problem-solving cases.
- Assure monitoring target is being followed either remotely or on the recorded basis and evaluates agents' performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using work Force application, call parrot and SMS remote system. ( PMS for UAE)
- Assure failures and potential failures to set action plans/ preventive actions on a weekly and monthly basis and communicates results to account manager
- Assure the analysis of quality variations from metrics and documents quality-related problem-solving cases.
- Assures project quality performance related to agents is being analyzed, hours, days, results and minimizes variations.
- Assure the Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are reflected and measured on individual and program level.
- Assures releasing newcomers after the shadowing process.
- Assure analysis on end-user satisfaction results per project to ensure correlation with monitoring results and sets action plans/ preventive actions.
- Assure running Gauge scoring on all monitoring staff
- Assure monitoring all staff ( TL, QAE, Trainer, and CSR )
- Assures that the quality benchmarks are met on individual and project levels.
- A spot check on the QA Teams login based on defined login hours and under rules
- Assure running the calibration with all monitors and with the client, reviewing results and the action plan on failed staff
- Oversee all the activities of our own team to ensure high-performance levels and efficient implementation.
- Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.
- Responsible for all business reviews with clients and operational managers and to ensure all action plans are taking place
Job Requirements
- Good understanding of performance management approaches
- Good Understanding of COPC Standards and approaches
- Excellent People Management Skills
- Strong Presentation Skills
- Fluency in English is a must
- Expert in Excel is a must
- Understanding of Client Industry
- 3-5 years of experience in call center industry
- Controlling and Monitoring
- Coaching and Mentoring
- Accountability
- Quality Focus
- Internal and External Focus
- Problem Solving and Decision Making
