Quality Manager – Contact Center Company

Driving quality metrics as a target for different processes.
 Manage process performance on Call Quality, FCR, CSAT and other relevant metrics etc.
 Managing individual quality teams aligned to each process for transactional quality & improvement initiatives.
 Ensuring reporting timelines & targets.
 Developing processes & formats to ensure effective quality management of processes and adherence to compliance standards.
 Ensuring calibration on Quality parameters by using various methodologies like Gage R&R, Discussion calibration.
 Assisting process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
 Working on process improvements through quality initiatives and Six Sigma methodology.
 Mentor and develop the team. This includes regular performance feedback and appraisals.

Job Details

Date Posted: 2017-09-18
Job Location: Riyadh, Saudi Arabia
Job Role: Customer Service and Call Center
Company Industry: Customer Service

Preferred Candidate

Career Level: Management
Gender: Female
Nationality: Saudi Arabia
Degree: Bachelor's degree

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