Quality Assurance Supervisor Tourism Background

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