Quality Unit Head Contact Center Field
نُشرت في :
15-07-2024
صاحب العمل نشط
1 وظيفة شاغرة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
شارك هذه الوظيفة
أرسل لي وظائف مشابهة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
الوصف الوظيفي
- Oversee and supervise Target based transaction quality monitoring for the team and ensure accuracy.
- Oversee, and ensure focused audits for RCA & issues identification to support business.
- Prepare, review and assure delivering agent level scores, areas of opportunities are reported to Operations.
- Monitor and ensure to track process levels gaps and areas of opportunities are reported to Operations & Clients.
- Monitor and proceed call calibrations with departments such as Training & Operations.
- Ensure the internal call calibrations are performed within the Quality Team as per set frequency.
- Manage and lead Quality team consist of Assistants and Specialists ensuring their targets are met and performance evaluation is done in the followed practical method.
- Review, monitor and audit the QA's audits to identify their skill gaps for their performance improvement.
- Respond, interact and work on client emails and attend client business meetings.
- Evaluate, train and develop QA's performance and skill gaps and prepare a proper coaching and development of the members.
- Liaise and follow up with Training Team to ensure Quality Team is updated on new product updates, process and procedure changes.
- Liaise and communicate with Operations Supervisors on Agent Feedback Acknowledgment and Dispute Process and provide improvements feedback related.
- Ensure to know of all qualitative and quantitative KPIs of the programs and do the necessary RCA to help operations understand the reason for any performance drop.
- Perform, act and work as a backup QA evaluator and evaluator calls to ensure meeting the process target.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or training to direct reports in performing their delegated duties.
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets agreed standards for timeliness and quality.
- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.
نوع التوظيف
دوام كامل
المجال
القسم / المجال المهني
المهارات المطلوبة
الإبلاغ عن هذه الوظيفة
إخلاء المسؤولية: د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على الصفحة اتصل بنا
