Quality Assurance Supervisor

Overall Responsibilities:
* Hiring, Train, oversees the daily workflow of QA team.
* Assisting the Contact Center Manager in preparing the supportive documents needed.
* Oversee efficiency of quality processes.
* Ensure that all accounts meet the quality benchmarks and follow on the action plans.
* Oversees the daily workflow and schedules of the department.
* Diagnoses problems and probes underlying issues to generate multiple potential solutions.
* Conducts performance evaluations that are timely and constructive.
* Meeting the team on One-to-One meetings to brief their performance and decide upon the action plans.
* Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.
* Understanding customer needs and requirements to develop effective quality control processes.
* Providing QA reports to the client.
* Analyze the results and generate and audit QA reports to address problems and propose solutions and recommendations with the management.
* Review all client reports generated timing, quality and perform needed analysis.
* Distribute the team tasks and the measurement tools accordingly and Manage QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.
* Ensure that the QA figures sustain progress.
* Managing End user satisfaction survey team and, monitor survey process, prepare materials as well as Conducts boundary analysis, research, and review of survey records uses appropriate mathematical formulas, and applications.
* 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 aligning agent's evaluation with the end users' expectations.
* Make sure that the team keep company values and following all policies and procedures.
* Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.
* Communicate with all supporting functions in account related issues.
* Liaising with other departments
* Ensuring that service meets the COPC standards of quality including efficiency, and performance to achieve end-user and client satisfaction.
* Monitor industry best practice.
* Performs miscellaneous job-related duties as assigned.
Job Requirements:
* Bachelor's Degree.
* Level of English: Very Good Level.
* Experience in Orange account Quality in minimum ‎1 year.
* Outstanding knowledge of QA terms, tools, and methodologies.
* Strong Awareness by project's Knowledge.
* Presentation Skills.
* Proficient of Ms. Office.
* Excellent Analytical thinking and business writing.
* Crisis management.
* Monitoring and coaching skills.
* Business writing.
* Strong attention to detail.
* Problem solving techniques.
* Decision-making skills.
* Motivation skills.