Summary
Date Posted: Tuesday, July 25 2023, Base Salary: Not Disclosed

JOB DETAILS:
DUTIES AND RESPONSIBILITIES
• To prepare and Implement Quality assurance process based on Quality Assurance Plan.
• Managing overall call center Quality services for an organization - for internal and external Quality Checks.
• Align quality evaluations to organizational and client requirements.
• Ensure daily evaluations as prescribed are conducted by the Quality Assurance team in addition to participating in calibration sessions with client.
• To conduct regular internal audit based on defined processes and procedures to ensure compliance and adherence to procedures.
• Manage day-to-day performance of Quality Analysts including providing them with guidance and coaching on their day-to-day duties.
• Review and prepare measure to reduce fraud risk and any other risk to the process.
• Reviewing and provide suggestion to Management on Area of improvement which will help on growth of the company.
• Manage Client and corporate communications on quality related matters.
• Initiating and Managing Initiative and project for process improvement and Value add to Client.
• Works on other value adding projects/new initiatives as requested.

Qualifications and Experience
• Minimum of bachelor’s degree from a registered tertiary institute
• Excellent client management skills
• Excellent presentation and influencing skills.
• Strong work ethics and passionate about customer experience.
• Strong organization skills with the ability to prioritize workloads and work within tight deadlines.
• Ability to work collaboratively in a team environment.
• Good Analytical Skills
• Exposure to Six Sigma, TQM, Policy Deployment, ISO and/or other macro approaches to Excellence.
• Extensive work on Problem Solving tools & techniques.


Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure

All candidates who meet the criteria outlined as above should submit their applications under the job vacancy “QSSU- SON-QM-QUALITY MANAGER”


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