Quality Officer
1 week ago
Statement of Functions
Assists in developing the Contact Center Quality Assurance system and procedures and provides technical, database and documentation support to implement, monitor and evaluate the Quality Metrics.
Work Performed
1) Prepares the staff schedule in the supervision of the operation manager to ensure optimum performance.
2) Manages the staff schedule and ensure timely update of the schedule with all absence, swap, shift move, etc.
3) Keeps records of all in-call hours of the staff and extra working hours.
4) Participates actively in preparation of the training materials/ hand-outs in respect of the Quality of Services of all Contact Center operations. Assist in organizing the training sessions and subsequent regular follow-up to support the implementation of the approved standards.
5) Contributes to the enhancement of the service quality of all Contact Center staff and acts as the facilitator and coordinator in implementing the Quality enhancement initiatives.
6) Provides performance data related to shift staff in order to ensure accuracy, completeness and thoroughness of the required management reports.
7) Assists in the implementation of Service Level Agreements (SLAs) as required, for ensuring compliance with the prescribed standards of service quality.
8) Comply with the operating instructions and quality standards at all times.
9) Performs any other similar or related duties as & when assigned by company Contact Centre Management.
Work Relations & Contacts
- Has daily contacts with the Operation Manager to clarify issues &approval.
Accountability for Actions and Impacts
- Accountable for provision of advice & full support to contact center staff.
- Works according to established procedures & specialized technical standards.
- Supervisor keeps advised of work progress & spot check completed work.
Reports to :
Operation Manager
Minimum Requirements
- Bachelor's degree in Business Administration or equivalent.
4 years experience in developing and implementing QA standards, procedures, business plan and KPIs in a service industry environment, preferably in Contact Centre functions.
- Skilled at monitoring and improving contact centre metrics.
- Skilled at training and coaching in a contact centre environment.
Ability to commute/relocate:
- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)
Experience:
Quality Officer: 4 years (preferred)
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