Ensure that the team shares the feedback to the agents on critical error and document them over an email.
The lead will prepare the Monthly review deck for all our customers and send a brief presentation.
Respond the RFP’s with the right set of questions as clarification related to quality and training domain.
Forecast the Audit count on a monthly basis and distribute the work load to the team members in a unified way.
Be a part of the MBR with clients in our location or client’s place and present the data.
Conduct periodic internal and client calibration and ensure that the variance will not exceed + or - 5%.
Conduct period dip checks across the agents and share a report with the client.
Conduct Monthly Product Knowledge Test based on the top attributes wherein agent is marked down frequently.
Share TNI (Training needs and improvement) with the trainer and ensure that the agents are trained on it periodically.
Conduct Soft skills and language training to the new joiners.
Assist Operations in evaluating the right set of candidates for our clients by conducting interviews.
Manage the existing SOP’s for all clients and ensure that the SOP’s are updated as and when there is a process change.
Share best practise across the teams.
Developing benchmarks using metrics, industry standards and original
concepts.
Provides performance analyses and trending information.
Supports adhoc reporting requests from Senior Management.
Requirement (qualifications and specifics):
Proven experience in quality management, preferably within the BPO industry, with a minimum of 6 years of industry experience.
Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
Familiarity with quality management frameworks (e.g., Six Sigma, ISO) and quality assurance tools.
Excellent written and spoken language - English and Arabic (No Compromise on this requirement)
COPC certification is an advantage
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