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    Assistant Manager Quality - Cairo, مصر - IGT Solutions egypt

    IGT Solutions egypt
    IGT Solutions egypt Cairo, مصر

    منذ أسبوع

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    وصف
    • Lead and develop the Quality management priorities for 3 country sites in alignment with head office
    • Team management - managing an international team of 10+ Quality Evaluators and Team Leaders for aligned processes
    • Act as the regional leader in all matters related to Quality Management including client meetings and business reviews
    • Set the high bar standard in the region to help develop a culture where quality is a core principle of CS operations and is advocated by all
    • Provide regional reporting on quality program status, performance, hiring, onboarding and outcomes to the head office Quality management on a regular basis
    • Develop a fully trained, high-performing, motivated and empowered regional Quality team
    • Analyse different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
    • Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
    • Lead all practice of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
    • Analyze and report trends in Agents/Process performance
    • Participate in quality systems improvement activities using six sigma methodologies
    • Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
    • Identify bottom quartile factors and team players and steps to improve them
    • Design, implement and monitor Quality corrective action plans when required
    • Liaise with key stakeholders – internal & clients – for alignment and improved Quality results
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