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Lead Quality Assurance, Audit
2 weeks ago
**Lead Quality Assurance, Audit & Training Executive**
The Lead Quality Auditor & Trainer executive will listen to calls from the call center operators, recorded or live, monitor the chats - recorded or live in order to assess compliance with protocols and quality parameters. He/ She will be responsible for overall conversion KPIs for leads to opportunity funnel and must ensure daily performance targets are achieved by the call center team. He/ She will grade the call center employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters approved by MMS Head of Marketing & Communications.
**Responsibilities**:
- Design, implement & monitor QA mechanisms and regulations which allow for selective
access control to CRM and reports & guarantee that only authorised parties (people,
processes, systems and devices) from call center have access to data, the way to
comply with confidential information and the risks of non-compliance.
- Participate in lead volume and quality monitoring and QA programs; and identifying
internal stake holders expectations.
- Monitor & listen daily (live or recorded) calls and chats & monitoring call center agent
performance procedures used in keeping track of call quality and methods for
improvement.
- Design, approve, and evaluate all training programs, and training materials for internal
lead queue teams and call center.
- Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team
assigned from call center and provide quarterly/annual training plan to develop QA skills.
- Provide scheduled training & feedback to team leaders from call center on
training/coaching requirement for their employees.
- Coordinate with the marketing operations team to ensure all required KPIs are met.
- Identify areas of development and under performance of lead queue teamand take
corrective actions.
- Support performance management systems in order to enhance company’s marketing
performance.
- Prepare and analyze internal and external quality reports through CRM
- Manage QA team members’ performance reviews and comments.
**Minimum Qualifications**:
Bachelor's degree in any related field.
**Training**: Customer Relation Management, Quality assurance and control is a strong plus and
ToT (Train of Trainer).
Minimum Experience : 3f+ Years of Experience in a role at the contact centeror banking or any
previous governance role and experience in audit and/or quality management
**Skills**:
**Communication Skills**:Strong verbal and written communication skills in English Language,
Arabic is an added advantage.
**Personal Skills**:
- Outspoken team player
- Excellent influencing skills
- Ability to work under pressure
- Ability to multi-task
- Ability to deal effectively and patiently with others
- Customer service oriented
- Problem analysis and solving skills
- Detail oriented
- Strong knowledge of customer care processes and techniques
- Coaching and mentoring
- Analytical and logical reasoning & numerical skills.
**Managerial Skill**:
- Time management skills
- Handle problems quickly and efficiently
- Leadership skills
- Excellent motivator
**Job Types**: Full-time, Permanent
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