Quality Unit Head (Contact Center Field)

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.

Requirements: