Quality Assurance Team Leader

1 month ago

Cairo, Egypt Majorel Egypt Full time
Job Responsibilities:
  • Manage and report the quality Specialist's performance.
  • Implementing quality assurance policies and procedures.
  • Ensure that quality assurance standards are adequate.
  • Oversee the implementation and ensure the efficiency of inspection and quality systems
  • Conduct monthly One to One meetings to briefly inform the team about their performance and agree upon the action plans.
  • Track quality assurance metrics,
  • Responsible for the team actions and results, managing and tracking team performance, KPIs & day-to-day work, and setting a proper action plan when needed.
  • Providing reports to the client and the operations (Quality weekly/monthly trend).
  • Attend Quality calibration with clients to ensure that the evaluations are following the client requirements & system
  • Addressing and discussing issues according to the quality reports & trend analysis.
  • Documenting quality assurance activities.
  • Ensure quality team and operations are auditing correctly.
  • Provide & review the reports of QA results per transaction on a daily, weekly, and monthly basis.
  • Analyze audit outcomes and carry out appropriate corrective procedures.
  • Flag any expected issues.
  • Preparing and presenting quality audit reports to the manager.
  • Manage and communicate the monitoring sample size.
  • Handle and follow up on complaints & escalated cases.
  • Conduct orientation sessions for the specialist & newcomers.
  • Ensure the consistency of all quality monitors and follow up on calibration results.
  • Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards.
  • Create detailed, comprehensive and well-structured test plans and test cases
  • Update & review call scenarios for new and existing accounts.
  • Monitoring and reporting all agent's transactions, to ensure that a higher level of quality service is delivered.
  • Identifying and resolving workflow issues.
  • Review update and maintain test methods and apply best practices.
  • providing recommendations for actions necessary to achieve desired results.
  • Assessing end-user interactions using a QA tool (scorecard, etc).
  • Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
  • Responsible for analyzing the correlation between transaction monitoring results and end-user survey results, to understand the end-user behavior and align the agent’s evaluation with the end users’ expectations. ( as per assigned task )
  • Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
  • Ensure subordinates comply with the code of conduct and policies.
  • Cooperate with the operations team & support functions to improve Quality Performance.
  • Cascade COPC principles to the team through KPIs, One on One. Job Requirements:
    • Bachelor's Degree.
    • Level of English: according to the account’s requirement.
    • Experience in Quality1 year.
    • Customer orientation and ability to adapt/respond to different types of characters.
    • Strong coaching and people development skills
    • Strong active listening & Analytical skills.
    • Knowledge of auditing standards
    • Knowledge of QA terms, tools, and methodologies
    • Strong Awareness of the account’s Knowledge
    • Ability to organize and communicate information clearly.
    • Conflict Resolution skills.
    • Positive and professional customer-oriented attitude.
    • Excellent Coaching and monitoring Skills.
    • Good knowledge of MS skills.
    • Strong Leadership & Problem-solving skills.
    • Exceptional verbal and written communication skills.
    • Ability to multi-task.
    • Attention to detail & Decision-making skills.
    • Ability to Work under Pressure.
    • COPC background is preferred.
    • Motivation Skills

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