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    Assistant Manager QA - Cairo, مصر - IGT Solutions egypt

    IGT Solutions egypt
    IGT Solutions egypt Cairo, مصر

    تم العثور عليها في: DrJobEn EG S2 - منذ يومين

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    وصف

    · Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets

    · Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines

    · Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A

    · Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained

    · Produce and monitor variance and flux analysis for identifying improvement opportunities

    · Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s

    · Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT

    · Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve

    · Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement

    · Mentor and train junior team members

    · Liaison with client(s) for proposing and adopting Quality improvement initiatives

    Knowledge & Skills

    · Fluent in English/German

    · Excellent oral, written and interpersonal communication skills

    · Ability to relate and resonate at ease with a multi-cultural, diverse team

    · Strong coaching and giving feedback abilities

    · A genuine desire to help others improve and succeed

    · Min. 2 year experience in a similar role in a BPO / contact center environment

    · Previous experience in airlines/travel industries is a significant advantage

    · Exceptional listening and analytical skills

    · Excellent command of MS Office

    · Graduate in any discipline

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