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Job Description
- Assure the delivery of Quality deliverable for all new and existing services according to the agreed acceptance criteria
- Planning, monitoring and reporting of services’ performance according to defined KPIs
- Run Internal audits across contact center and initiate the action plan with the concerned stakeholders and follow up on it
- Mange WF activity to plan, monitor and achieve requested AHT, SLA
- Enhance orientation session content/process and integrate it with the quality certification process
- Lead applying e-finance different audits, certifications, quality, operation excellence methodologies
- Evaluate and enhance the knowledge and skills of quality assessors, trainers
- Create contact center SOPs with e-finance quality standards
- Set and evaluate the implementation of orientation sessions, weekly schedules, and quality certification agenda
Job Requirements
- Six sigma
- COPC
- PMP
- English: Native command of (Speaking, reading and writing
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