A well established BPO company located in Heliopolis is hiring a Quality Manager.
Job Description:
A Quality Manager is mainly responsible for ensuring that company’s services are consistent, standardized and meet both external and internal quality requirements through managing two vital quality functions:
- Quality Assurance: auditing the process, applying quality standards, ensuring the proper performance of the two supervised functions from reports submitted by each, checking for accuracy and addressing gaps that enhance performance.
2. Quality Control: by monitoring and evaluating projects conducted in operations through listening to calls, checking for deficiency and address issues.
Qualifications:
| KRA1: Achieve targets operational quality standards and processes:
1. Plan monthly activities, assign targets to quality control team and design quality reports 2. Coordinate with other departments and clients to set figures and quality approach. 3. Attend meetings with clients to discuss operational performance. 4. Alert training team about performance issues as well as participate in refresher sessions design. 5. Ensure the fulfillment of management, clients and operations’ requests 6. Assess department staff workload to reach maximum utilization. 7. Monitor quality control performance and handle underperformance through investigations. 8. Ensure accurate means of measurements and compliance with customer and client satisfaction through conducting studies between client satisfaction and quality standards.
KRA2: Organizational process improvements: 1. Ensure the implementation of customer and client survey. 2. Participate in setting actions plans according to the survey results. 3. Design internal audits on organizational processes to identify any bottlenecks and provide solutions to ensure smooth work flow. 4. Ensure the constant conduction of internal audits by the quality assurance team. 5. Set performance measurement approach and ensure its smooth running. 6. Manage and coordinate external audits. |
Qualifications:
| · A higher degree in any discipline, ISO certificate
· Lean Six-sigma (Black Belt) · Registered Coordinator (COPC) · 5 years as quality supervisor/section head |
