Quality Assurance Team Leader

2 weeks ago


مصر, Egypt Dual for Information Tech Full time

_**job Responsibilities**:_
- Audit all departments especially sales, C.S, and Translation transactions.
- Issuing Q.A guidelines.
- Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Design the” Quality Standard policy”, to be guided by the concerned departments.
- Manage auditing processes of Sales, C.S, Operation departments, and extended supervision may be allowed according to the business needs.
- Give recommendations for process improvements based on the agent experience and feedback.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Give scores regarding each transaction or call.
- Compliance with the company rules, procedures and basic standards.
- Compile and track performance for teams and individuals.
- Check that all newly hired, acknowledged the quality control policy.
- Periodic update of the quality control policy.
- Show KPI results weekly or monthly, to help units’ managers to take an action.
- **job Requirements**:_
- Bachelor's degree
- Customer Service and Call Center industry full awareness
- 3 -5 Years of relevant experience.
- Strong Communication Skills.
- Strong Analytical Mindset.
- English and Arabic language fluency is a MUST
- Very good computer user.
- Tanta or nearby Residents only.
- **Work Condition**:_
- Full time,
- Morning shift only.
- Fixed Friday off.

Ability to commute/relocate:

- Tanta: Reliably commute or planning to relocate before starting work (required)



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