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.
