Job Purpose: Responsible for monitoring and advising on the performance of the quality management system; producing data and reporting on performance measuring against set standards for all knowledge owners and KCR jobs (Training/operations). Key Responsibilities: 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 behaviour) for all transactions to ensure quality of service.  Conduct all verifications 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.

Join Now