Job description
Job Scope
Oversee the entire Quality Assurance and Training department and all the activities pertaining to these activities.
Main Responsibilities
- Design, implement and monitor the Quality Assurance formats and standards.
- Design, approve, and evaluate all training programs, and training materials.
- Meet all client agreed upon KPIs and performance parameters.
- Ability to observe, analyze and give constructive feedback.
- Basic knowledge of six sigma and quality tools.
- Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills.
- Provide feedback to section managers on training/coaching requirement for their employees
- Provide external training budget estimate for management approval and to be incorporated in company’s annual budget.
- Coordinate with the operations team to ensure all required KPIs are met.
- Build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.
- To embody the spirit of excellence through team building, leadership and sound people management skills.
- To identify areas of development and under performance and take corrective actions.
- To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
- To be a single point of contact with the team and the senior management through effective communication on key deliverables.
- To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data.
- Participate in client monitoring and QA programs; and identifying client expectations and needs.
- Build QA action plans based on clients’ needs and expectations.
- Communicating with Supervisors and Managers from all departments regarding the company’s operations and activities on every project.
- Determine and identify individuals training needs.
- Support performance management systems in order to enhance company’s people performance.
- Prepare and analyze internal and external quality reports.
- Manage QA team members’ performance reviews and comments.
RequirementsQualifications & Skills
Communication Skills:
- Strong verbal and written communication skills in both Arabic and English Language
Personal Skills:- Outspoken team player
- Excellent influencing skills
- Ability to work under pressure
- Ability to multi-task
- Ability to deal effectively and patiently with others
- Customer service oriented
- Problem analysis and solving skills
- Detail oriented
- Strong knowledge of customer care processes and techniques
- Coaching and mentoring
- Analytical and logical reasoning & numerical skills.
Managerial Skill:- Time management skills
- Handle problems quickly and efficiently
- Excellent knowledge of basic computer tools (e.g. Office suite, Internet, email)
- Leadership skills
- Excellent motivator
Minimum RequirementsBachelor's degree in any related field.
Training :Customer Relation Management, Quality assurance and control is a strong plus and
ToT (Train of Trainer).
Minimum Experience :8+ Years of Experience in a role at the contact center and experience in audit and/or quality management
This job post has been translated by AI and may contain minor differences or errors.
