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Quality, Process & Training Supervisor - French Speaker

Majorel Egypt
Mandara, Alexandria
Posted 3 years ago
32Applicants for1 open position
  • 15Viewed
  • 0In Consideration
  • 11Not Selected
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Job Details

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Job Description

  • Provide clear insight into performance drivers and the levers which impact performance.
  • Manage auditing reports for Customer Care activities & transactions.
  • Design quality rules and guidelines to achieve the highest performances with team managers.
  • Compile and track performance for teams and individual level.
  • Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan).
  • Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
  • Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
  • Maintain department reporting of QA scores and trending.
  • Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
  • Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
  • Provide program and agent performance reporting, including statistical analysis and reporting.
  • Coordinate issue resolution for all levels of escalated issues.
  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
  • Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
  • Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects.

Job Requirements

  • Fluent in both French and English is a must.
  • Very good Coaching and Monitoring Skills.
  • Very good Communication Skills.
  • Very good Analytical Skills.
  • Very good Problem Solving and Handling Skills.
  • Very good leadership skills.
  • Very good Presentation Skills.
  • Very Good Knowledge of Microsoft Office (Excel and PowerPoint).
  • At least 3 years of experience in the call center industry, including one year of experience as a Quality Coach.
  • Amazon's knowledge is preferred.

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