drjobs
Quality,Process & Training Supervisor
drjobs
Quality,Process & Tr....
drjobs Quality,Process & Training Supervisor العربية

Quality,Process & Training Supervisor

Employer Active

1 Vacancy
The job posting is outdated and position may be filled
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs

Jobs by Experience

drjobs

3 years

Job Location

drjobs

Alexandria - Egypt

Monthly Salary

drjobs

Negotiable

Nationality

Any Nationality

Gender

Others

Vacancy

1 Vacancy

Job Description

Req ID : 367349

About the Job

  • Provide clear insight into performance drivers and the levers which impact performance.
  • Manage auditing reports for Customer Care activities & transactions.
  • Design quality rules and guidelines to achieve the highest performances with team managers.
  • Compile and track performance for teams and individual level.
  • Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan).
  • Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
  • Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
  • Maintain department reporting of QA scores and trending.
  • Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
  • Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
  • Provide program and agent performance reporting, including statistical analysis and reporting.
  • Coordinate issue resolution for all levels of escalated issues.
  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
  • Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
  • Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects.

Employment Type

Full Time

Department / Functional Area

Training / Learning

Key Skills

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.