Quality Assurance Team lead

Job Description

Job Responsibilities:

• Manage and report the quality Specialist's performance.
• Implementing quality assurance policies and procedures.
• Ensure that quality assurance standards are adequate.
• Oversee the implementation and ensure the efficiency of inspection and quality systems
• Conduct monthly One to One meetings to briefly inform the team about their performance and agree upon the action plans.
• Track quality assurance metrics,
• Responsible for the team actions and results, managing and tracking team performance, KPIs & day-to-day work, and setting a proper action plan when needed.
• Providing reports to the client and the operations (Quality weekly/monthly trend).
• Attend Quality calibration with clients to ensure that the evaluations are following the client requirements & system
• Addressing and discussing issues according to the quality reports & trend analysis.
• Documenting quality assurance activities.
• Ensure quality team and operations are auditing correctly.
• Provide & review the reports of QA results per transaction on a daily, weekly, and monthly basis.
• Analyze audit outcomes and carry out appropriate corrective procedures.
• Flag any expected issues.
• Preparing and presenting quality audit reports to the manager.
• Manage and communicate the monitoring sample size.
• Handle and follow up on complaints & escalated cases.
• Conduct orientation sessions for the specialist & newcomers.
• Ensure the consistency of all quality monitors and follow up on calibration results.
• Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards.
• Create detailed, comprehensive and well-structured test plans and test cases
• Update & review call scenarios for new and existing accounts.
• Monitoring and reporting all agent's transactions, to ensure that a higher level of quality service is delivered.
• Identifying and resolving workflow issues.
• Review update and maintain test methods and apply best practices.
• providing recommendations for actions necessary to achieve desired results.
• Assessing end-user interactions using a QA tool (scorecard, etc).
• Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
• Responsible for analyzing the correlation between transaction monitoring results and end-user survey results, to understand the end-user behavior and align the agent's evaluation with the end users' expectations. ( as per assigned task )
• Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
• Ensure subordinates comply with the code of conduct and policies.
• Cooperate with the operations team & support functions to improve Quality Performance.
• Cascade COPC principles to the team through KPIs, One on One.

Job Requirements: • Bachelor's Degree. • Level of English: B2 : C1• Experience in Quality • Customer orientation and ability to adapt/respond to different types of characters. • Strong coaching and people development skills • Strong active listening & Analytical skills. • Knowledge of auditing standards • Knowledge of QA terms, tools, and methodologies • Strong Awareness of the account's Knowledge • Ability to organize and communicate information clearly. • Conflict Resolution skills. • Positive and professional customer-oriented attitude. • Excellent Coaching and monitoring Skills. • Good knowledge of MS skills. • Strong Leadership & Problem-solving skills. • Exceptional verbal and written communication skills. • Ability to multi-task. • Attention to detail & Decision-making skills. • Ability to Work under Pressure. • COPC background is preferred. • Motivation Skills