Sr. Quality Supervisor

6 months ago


مصر, Egypt Webhelp Full time

**Training & Quality**

**Location**
- Giza, Egypt***

Job Title:
Sr. Quality Supervisor - Travel Projects

**Job Description**:
Hiring and onboarding QEs and SPVs
Providing coaching and feedback to the team throughout their shift to help them improve their performance
Sign off monitoring and coaching weekly plans
Create performance action plan and follow up on it's completion
Share required quality reports on weekly basis
Align on workflow with clients and internal stakeholder.
Prepare weekly quality reviews to clients and operational stakeholders
** Essential Functions/Core Responsibilities**:

- Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
- Drive initiatives to improve the quality of Quality support provided at Concentrix by evaluating and improving internal processes
- Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
- Create and maintain consultant training schedule
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Conduct Coaching and Development sessions with team members to drive continuous improvement.
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key Quality support processes within each account and recommends changes
- Administration of applicable certification and training processes for staff up to and including internal and client requirements
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
- Lead Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
- Conducts analysis on Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

***:

- 2-4 years related experience or experience in Contact Center environment
- Bachelor’s degree preferred
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
- Self-starter, sense of urgency, and works well under pressure
- Ability to foster a sense of professionalism and relationship building for self and team
- Strong attention to detail
- Ability to work a flexible schedule
- Occasional travel

***:
**Career Framework Role**:

- Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

**Location**:
EGY Sheikh Zayed City - Park St. Complex, Building 3, El Bostan Street

Language Requirements:
Time Type:
Full time
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