About the Job



• 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 Details

Preferred Candidate