Quality Manager

Define the roadmap and CX for contact handling program strategy across MENA ASCS. Also define success criteria for programs and audits processes and create/ drive right metrics to track and influence program health.
- Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholders on opportunities to improve CSA Support.
- Develop and then drive a periodic business and program progress reporting, and manage engagement with the key stakeholders.
- Manage large scale improvement initiatives, dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business vs. customer needs.
- Be successful in a delivery focused environment and determining the right processes to make the team successful.