Quality Supervisor

Main Responsibilities
* Manage QA team & oversee the daily workflow.
* Assisting the quality Manager in the hiring selection & preparing the supportive documents & needed reports.
* Oversee efficiency of quality processes.
* Diagnoses problems and probes underlying issues to generate multiple potential solutions.
* Conducts monthly & annual performance evaluation meetings to track and enhance performance.
* Manage the QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.
* Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.
* Providing to the client QA reports.
* Investigate and respond to complaints.
* Analyze the results and audit QA reports to address problems and propose solutions and recommendations to the management.
* Review all client reports in terms of timing, and quality.
* Keeping accurate documentation and performing statistical analysis.
* Distribute the team tasks and the measurement tools accordingly.
* Understanding customer needs and requirements to develop effective quality assurance processes.
* Ensure that all accounts are meeting the quality benchmarks and follow the action plans.
* Ensure that the QA figures in sustain progress.
* Responsible for generating QPR & gathering all insights and providing recommendations to improve the business internal and external
* Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
* Manage auditing reports for Customer Care activities & transactions.
* Maintain survey tracking documentation and Manages the development and improvement of surveys.
* Responsible for analyzing the correlation between transaction monitoring results and end-user survey results, to understand the end-user behavior and align the agent's evaluation with the end users' expectations.( as per assigned )
* Highlight any service affecting non-compliance and supports the operational team.
* Mentor and coach representatives by providing constructive analysis of their work and measuring the performance improvement that enhances the customer experience.
* Evaluate & review the training efficiency.
* Creating the weekly and monthly presentations.
* Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
* Ensure subordinates comply with the code of conduct and policies.
* Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.
* Working with Global and regional teams to ensure alignment and continuous cooperation.
* Ensure that all the processes of Quality meet COPC Standards and requirements
* Monitor industry best practices.
* Performs miscellaneous job-related duties as assigned.
Requirements
* Bachelor's Degree.
* Level of English: Very Good.
* ‎1 Year Experience in Quality.
* Outstanding knowledge of QA terms, tools, and methodologies.
* Strong Awareness of account Knowledge.
* Presentation Skills.
* knowledge of data analysis statistical methods
* Proficient of Ms. Office.
* Excellent Analytical thinking and business writing.
* Crisis management.
* Monitoring and coaching skills.
* Business writing.
* Strong leadership & attention to detail.
* Problem solving techniques.
* Decision-making skills.
* Motivation skills.