Quality Assurance Supervisor

•       Hiring, Train, oversees the daily workflow of QA team.​

•       Assisting the Contact Center Manager in preparing the supportive documents needed. ​

•       Oversee efficiency of quality processes.​

•       Ensure that all accounts meet the quality benchmarks and follow on the action plans. ​

•       Oversees the daily workflow and schedules of the department.​

•       Diagnoses problems and probes underlying issues to generate multiple potential solutions.​

•       Conducts performance evaluations that are timely and constructive.​

•       Meeting the team on One-to-One meetings to brief their performance and decide upon the action plans. ​

•       Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.​

•       Understanding customer needs and requirements to develop effective quality control processes.​

•       Providing QA reports to the client.​

•       Analyze the results and generate and audit QA reports to address problems and propose solutions and recommendations with the management.​

•       Review all client reports generated timing, quality and perform needed analysis.​

•       Distribute the team tasks and the measurement tools accordingly and Manage QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.​

•       Ensure that the QA figures sustain progress. ​

•       Managing End user satisfaction survey team and, monitor survey process, prepare materials as well as Conducts boundary analysis, research, and review of survey records uses appropriate mathematical formulas, and applications.​

•       Maintain survey tracking documentation and manages the development and improvement of surveys.​

•       Responsible for analyzing the correlation between transaction monitoring results and end user survey results, to understand the end user behavior and aligning agent’s evaluation with the end users’ expectations.​

•       Make sure that the team keep company values and following all policies and procedures.​

•       Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.​

•       Communicate with all supporting functions in account related issues.​

•       Liaising with other departments​

•       Ensuring that service meets the COPC standards of quality including efficiency, and performance to achieve end-user and client satisfaction.​

•       Monitor industry best practice.​

•       Performs miscellaneous job-related duties as assigned​.