Quality Assurance Officer - Contact Center SCS - Maximus Gulf

Quality Assurance Officer Contact Center (SCS)

Riyadh Saudi Arabia Posted 5 days ago Expires in 2 months

Welcome you made it to the job description page!

Maximus is looking to hire an enthusiastic Quality Officer Contact Center to join our project team in Riyadh.

What you can expect in the Quality Officer Contact Center role:

• Monitor Inbound and Outbound calls to quality assure the appointment setup process recognizing best practice and identifying critical control points and areas for improvement.
• Review evaluate and score open and closed customer issues tickets against established quality assurance instruments and standards
• Provide unbiased and accurate scoring according to approved criteria definitions quality standards knowledge base and standard operating procedures (SOPs).
• Create and Drive calibration cadence and joint monitoring sessions and ensure compliance with agreed scoring standards.
• Support the training and development of contact center agents.
• Utilize the Quality Framework to perform quality assurance checks against adherence to quality standards; Identifying emerging trends; supporting improvements to the customer experience.
• And More..

Skills

Your areas of knowledge and expertise that matters most to the role:

• Bachelors degree is a mandatory requirement.
• Professional certification such as Six Sigma ISO9001:2015 QMS is desirable but not mandatory.
• Experience of working within a quality/compliance department and function in a contact center.
• Experience of working on government funded programs. (Desirable).
• Experience working within a quality/compliance department including some supervision of the teams delivery and output. #J18808Ljbffr