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Job Description
- Identify and implement quality assurance standards, evaluate adequacy of quality assurance and standards (Too Generic)
- Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers performance (script, data, process consistency, product knowledge and behavior ) for all transactions to ensure quality of service.
- Conduct all verification's processes (Calibrations, Quizzes, tests or certifications & quality induction).
- Ensure the accuracy and consistency of all knowledge related briefings and refreshment sessions. (Specialist)
- Identify failures and potential failures to recommend action plans/preventive actions and communicates results with the concerned management.
- Identify quality variations from metrics and document related to quality issues/cases.
- Identify training needs/refreshment sessions to meet quality standards.(Specialist)
- Support and advise project’s stakeholders in all issues relating to quality compliance.(Higher Scope).
- Recommends reviewing and updating quality policies and procedures and ensuring compliance.(Higher Scope/Processes)
- Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales.(Specialist)
- Handle all reporting related tasks; generate frequently figures reports that reflects the operational performance and consolidate all reports to be used by other concerned parties Ex. Table-F(Reporting /Specialist)
- Adhere to all communicated targets, monitoring targets, frequency and schedules.
Job Requirements
- Minimum 2 Year experience as a Quality Assurance Executive.
- Fluent in English and arabic
- Excellent communication skills.
- Excellent presentation skills.
