Quality Lead
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تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
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ملخص الوظيفة
Job Title: Quality Lead
Key Responsibilities
- Develop implement and manage quality assurance frameworks across customer care operations (voice and non-voice).
- Monitor and evaluate customer interactions to ensure compliance with service standards policies and regulatory requirements.
- Analyze quality performance data and generate reports with actionable insights.
- Identify performance gaps and collaborate with Team Leaders to drive improvement plans.
- Conduct calibration sessions and provide structured feedback and coaching to enhance service quality.
- Lead quality improvement initiatives to enhance customer satisfaction and operational efficiency.
- Ensure alignment between quality standards and overall business objectives.
Qualifications & Requirements
- Bachelors degree in Business Administration Commerce or a related field (preferred).
- 35 years of experience in quality assurance within contact centers fintech banking or e-commerce environments.
- Strong understanding of QA methodologies KPIs and performance metrics.
- Excellent analytical skills with the ability to interpret data and drive improvements.
- Strong communication skills in English and Arabic (verbal and written).
- Leadership stakeholder management and coaching capabilities.
- Ability to work in a fast-paced performance-driven environment.
If you are detail-oriented data-driven and passionate about delivering exceptional customer experiences this is your opportunity to lead quality excellence within a fast-growing fintech organization.
المهارات المطلوبة
- مهارات إدارية
- إدارة المرافق والمنشآت
- التكنولوجيا الحيوية
- الإنتاج الإبداعي
- التصميم والتقييم
- الهندسة المعمارية
عن الشركة
Future Group was founded in 1994, it has grown into one of the world’s most trusted translation and localization expert houses. We have successfully established a worldwide reputation in meeting our clients’ requirements in the most beneficial and cost-effective way possible. With a h ... اعرض المزيد
