Quality Assurance Supervisor Tourism Background

1 month ago


Giza, Egypt Safa International Travel Full time
Job Description
  • Update and send weekly report to the Quality Assurance Manager about the work trend.
  • Send reports the abusing cases and the internet issues that may affect the business and the agent efficiency.
  • Discuss the dispute cases with the agents or the managers and finalize the validation for the case of the quality.
  • Update the quality score sheet to meet the effective productivity and needed efficiency.
  • Prepare and provide training quality sessions for the agents who have repetitive mistakes.
  • Validate the D-Sat (customer dis-satisfaction) in case if an agent received a D-Sat.
  • Discuss the process will be update or will be created with the operation managers for the other departments.
  • Track the calls received by the agents to ensure that they provide the right information in appropriate way to save the company image.
  • Responsible for auditing on the quality team to ensure that the procedures are on the right track.
  • Validate the attendance for the quality team, and provide the needed action in case of absenteeism.
  • Track the targets for the quality team daily.
  • Manage the team performance and KPI’s.
Job Requirements
  • Bachelor Degree.
  • At least 5 years of experience in the Quality filed.
  • Contact Center experience is a MUST.
  • Travel background is preferred.
  • Six sigma and COPC Certification.
  • Excel knowledge
  • High communication skills
  • Decision maker
  • Awareness about the tools, concepts and methodologies.
  • Teamwork player
  • Attention to details
  • Problem solving
  • Leadership Skills


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