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Giza

    Quality Assurance Supervisor Tourism Background - Giza, مصر - Safa International Travel

    Safa International Travel
    Safa International Travel Giza, مصر

    منذ 3 أيام

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    وصف

    Job Description

    • Update and send weekly report to the Quality Assurance Manager about the work trend.
    • Send reports the abusing cases and the internet issues that may affect the business and the agent efficiency.
    • Discuss the dispute cases with the agents or the managers and finalize the validation for the case of the quality.
    • Update the quality score sheet to meet the effective productivity and needed efficiency.
    • Prepare and provide training quality sessions for the agents who have repetitive mistakes.
    • Validate the D-Sat (customer dis-satisfaction) in case if an agent received a D-Sat.
    • Discuss the process will be update or will be created with the operation managers for the other departments.
    • Track the calls received by the agents to ensure that they provide the right information in appropriate way to save the company image.
    • Responsible for auditing on the quality team to ensure that the procedures are on the right track.
    • Validate the attendance for the quality team, and provide the needed action in case of absenteeism.
    • Track the targets for the quality team daily.
    • Manage the team performance and KPI's.

    Job Requirements

    • Bachelor Degree.
    • At least 5 years of experience in the Quality filed.
    • Contact Center experience is a MUST.
    • Travel background is preferred.
    • Six sigma and COPC Certification.
    • Excel knowledge
    • High communication skills
    • Decision maker
    • Awareness about the tools, concepts and methodologies.
    • Teamwork player
    • Attention to details
    • Problem solving
    • Leadership Skills
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