Quality Unit Head (Contact Center Field)

Job description / Role

Job Description

Summary:
The jobholder is responsible for overseeing the Quality team in terms of development and administration of internal and external regulations, protocols, and policies as well as creates and maintains test data, performs testing, and report results to ensure a consistent and high level of quality for all processes

Main Responsibilities:
- Oversee and supervise Target based transaction quality monitoring for the team and ensure accuracy.
- Oversee, and ensure focused audits for RCA & issues identification to support business.
- Prepare, review and assure delivering agent level scores, areas of opportunities are reported to Operations.
- Monitor and ensure to track process levels gaps and areas of opportunities are reported to Operations & Clients.
- Monitor and proceed call calibrations with departments such as Training & Operations.
- Ensure the internal call calibrations are performed within the Quality Team as per set frequency.
- Manage and lead Quality team consist of Assistants and Specialists ensuring their targets are met and performance evaluation is done in the followed practical method.
- Review, monitor and audit the QA's audits to identify their skill gaps for their performance improvement.
- Respond, interact and work on client emails and attend client business meetings.
- Evaluate, train and develop QA's performance and skill gaps and prepare a proper coaching and development of the members.
- Liaise and follow up with Training Team to ensure Quality Team is updated on new product updates, process and procedure changes.
- Liaise and communicate with Operations Supervisors on Agent Feedback Acknowledgment and Dispute Process and provide improvements feedback related.
- Ensure to know of all qualitative and quantitative KPIs of the programs and do the necessary RCA to help operations understand the reason for any performance drop.
- Perform, act and work as a backup QA evaluator and evaluator calls to ensure meeting the process target.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or training to direct reports in performing their delegated duties.
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets agreed standards for timeliness and quality.
- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.

Personal Skills

Skills:
- Strong knowledge of quality management principles and practices
- Experience in leading a quality assurance team in a contact center environment
- Excellent analytical skills to identify trends and areas for improvement
- Proficiency in using quality monitoring tools and software
- Effective communication skills to provide feedback and coaching to team members
- Ability to develop and implement quality assurance processes and procedures
- Strong problem-solving skills to address quality issues and drive continuous improvement in performance
- Knowledge of contact center metrics and KPIs to track and measure quality performance
- Leadership skills to motivate and develop team members towards achieving quality goals

Technical Skills
- Minimum of 5 years of experience as a Quality Assurance Supervisor in the contact center field
- Strong knowledge with COPC standards
- Familiarity with ISO standards is a plus

Education
- Business Administration

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.