مطلوب موظفين ضمان جودة لدى شركة هنقرستيشن في البحرين
Quality Assurance Specialist
· Monitors, either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using quality monitoring system.
· Report daily, weekly and monthly reports to clients.
· Analyzes failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to management and stakeholders.
· Analyzes quality variations from metrics and documents quality related problem cases.
· Analyzes project quality performance related to agents, hours, days, results and minimizes variations.
· Designs and re-designs score sheets for new and existing projects to assure all new requirements and actions are reflected and measured on individual and program level.
· Adheres to monitoring sample size for all projects either new or existing.إقرأ أيضا:مطلوب مدير عام لدى شركة جلوفو
· Assures adherence to new agents sample size either new comers or internally transferred.
· Releases new comers after certification process.
· Analyzes end user satisfaction and NPS results per project to ensure correlation with monitoring results and set action plans/ preventive actions.
· Issues quality assurance clients reports.
· Assures that data entered on system is accurate and follows the defined entry standards.
· Assures that the quality benchmarks are met on individual and projects levels.
· Logins based on defined login hours and under rules
· Reviews k-base, scripts and CRM and all related systems and Apps in order to address any gap to HOD to enhance process and overall quality performance.
· Verifies agents on monthly quizzes.
· Calibrates with all monitors and with client.
· Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
· Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
· Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructionsإقرأ أيضا:مطلوب مهندسة كيميائي
· Follow daily operations relating to the job to ensure work continuity
· Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
· Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner
- Quality Assurance