Quality Assurance Team lead

Job Responsibilities:
* Manage and report the quality Specialist's performance.
* Implementing quality assurance policies and procedures.
* Ensure that quality assurance standards are adequate.
* Oversee the implementation and ensure the efficiency of inspection and quality systems
* Conduct monthly One to One meetings to briefly inform the team about their performance and agree upon the action plans.
* Track quality assurance metrics,
* Responsible for the team actions and results, managing and tracking team performance, KPIs & day-to-day work, and setting a proper action plan when needed.
* Providing reports to the client and the operations (Quality weekly/monthly trend).
* Attend Quality calibration with clients to ensure that the evaluations are following the client requirements & system
* Addressing and discussing issues according to the quality reports & trend analysis.
* Documenting quality assurance activities.
* Ensure quality team and operations are auditing correctly.
* Provide & review the reports of QA results per transaction on a daily, weekly, and monthly basis.
* Analyze audit outcomes and carry out appropriate corrective procedures.
* Flag any expected issues.
* Preparing and presenting quality audit reports to the manager.
* Manage and communicate the monitoring sample size.
* Handle and follow up on complaints & escalated cases.
* Conduct orientation sessions for the specialist & newcomers.
* Ensure the consistency of all quality monitors and follow up on calibration results.
* Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards.
* Create detailed, comprehensive and well-structured test plans and test cases
* Update & review call scenarios for new and existing accounts.
* Monitoring and reporting all agent's transactions, to ensure that a higher level of quality service is delivered.
* Identifying and resolving workflow issues.
* Review update and maintain test methods and apply best practices.
* providing recommendations for actions necessary to achieve desired results.
* Assessing end-user interactions using a QA tool (scorecard, etc).
* Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
* 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 task )
* 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.
* Cooperate with the operations team & support functions to improve Quality Performance.
* Cascade COPC principles to the team through KPIs, One on One.
Job Requirements:
* Bachelor's Degree.
* Level of English: B2 : C1
* Experience in Quality
* Customer orientation and ability to adapt/respond to different types of characters.
* Strong coaching and people development skills
* Strong active listening & Analytical skills.
* Knowledge of auditing standards
* Knowledge of QA terms, tools, and methodologies
* Strong Awareness of the account's Knowledge
* Ability to organize and communicate information clearly.
* Conflict Resolution skills.
* Positive and professional customer-oriented attitude.
* Excellent Coaching and monitoring Skills.
* Good knowledge of MS skills.
* Strong Leadership & Problem-solving skills.
* Exceptional verbal and written communication skills.
* Ability to multi-task.
* Attention to detail & Decision-making skills.
* Ability to Work under Pressure.
* COPC background is preferred.
* Motivation Skills