Job Description
Roles & Responsibilities:
- 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)
Skills & Requirements:
- 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
Working Time
Full Time
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Feel Good @ Majorel Egypt
At Majorel Egypt we prioritize the wellbeing and development of all our employees to promote a pleasant work environment. This is why we ve created a unique program based on our values: Excellence, Creativity, and Respect. We assure you that with us you are going to #FeelGood
