We’re hiring at our location in Cairo
QPT Supervisor
- Provide clear insights into performance drivers and the levers which impact performance
- Compile and track performance of the QAs, SMEs and Trainer on team and individual level
- Ensure and maintain the quality of training
- Audit QAs and provide feedback for improvement
- Mentor and maintain QAs, SMEs and Trainers performance
- Ensure that all QAs, SMEs and Trainers are meeting their KPIs
- Hold weekly internal and external calibration sessions to ensure alignment on the quality guidelines
- Provide analysis, action plans and recommendations to the management
- Provide project and agent performance reporting, including statistical analysis and reporting
- Collaborate with trainers and QA to establish a positive team environment that supports and reinforces best in/out of class customer service practices
- Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
- Mentor and coach providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
- Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
- Fluency in English and German is a must
- +2 years of people management experience
- Quality/Training background is a must
- Experienced in dealing with the client and global team
- Knowledge of the processes and policies is a must
- Excellent in driving performance and performing analysis
- Excellent Microsoft Office and G Suite skills
A big team is looking forward to you. Apply here!
Majorel Egypt | Human Resources | Yasmine Ameen
You are looking for another location or want to learn more about Majorel?
Visit us on majorel.com/career-de.
