QA Manager – Project/Site Level

QA Manager – Project/Site Level

الوصف الوظيفي

Job location:

• Jeddah
• Dammam

Purpose of Role:

TBA

Scope & Responsibilities:

• Driving quality metrics as a target for different processes.
• Manage process performance on Call Quality, FCR, CSAT and other relevant metrics etc.
• Managing individual quality teams aligned to each process for transactional quality & improvement initiatives.
• Ensuring reporting timelines & targets.
• Developing processes & formats to ensure effective quality management of processes and adherence to compliance standards.
• Ensuring calibration on Quality parameters by using various methodologies like Gage R&R, Discussion calibration.
• Assisting process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
• Working on process improvements through quality initiatives and Six Sigma methodology.
• Mentor and develop the team. This includes regular performance feedbacks and appraisals.

المهارات

Experience and Expertise

• Qualification: Minimum Graduate, Post graduate, MBA (desirable)
• Experience: 8-12 years of experience.
• The incumbent should have experience in the field of customer service with at least 2 years in the middle management capacity (Quality Assurance) in a contact center (contact center exposure must).

تفاصيل الوظيفة

منطقة الوظيفة

المملكة العربية السعودية

قطاع الشركة

خدمات الدعم التجاري

طبيعة عمل الشركة

صاحب عمل (القطاع الخاص)

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

للتقدم على الوظيفة