supervisor quality assurance

Main Responsibilities:
• Leading a team of executives responsible for the quality of the contact center operations.
• Evaluating team(s) performance on Daily/Weekly/Monthly basis.
• Ensuring that proper procedures of feedback are being followed.
• Monitoring and Promoting excellent communication and interpersonal skills among team members and contact center executives.
• Conducting gap analysis through recorded calls and bridging the gaps.
• Generating quality scoring report and communicating statistics to management.
• Coordinating and conducting sessions with team to ensure that proper feedback and inputs are given.
• Meeting targets assigned by the Head of Contact Center(s).
• Ensuring proper and smooth flow of information within the Contact Center .
• Maintain and strictly adhere to PSM (Performance Scoring Module) statistics.
• Ensure correct feedback is given and records and profiles are updated with comments.


Qualification & Experience:
• BA/BBA/BBA-IT/BCS or Masters Degree holder.
• 3-5 years experience in Contact Center Operations.
• Excellent communication, presentation and negotiation skill.
• Multi-task, maintain a high standard of service & quality.
• Ability to have stress, time management and team player.
• Technical Support Expertise to handle customer complaints Absolute knowledge of local as well as International IT based Contact Center and market trends.
Apply online:
Position will be valid until: 28-Sep-2008

http://www.wateen.com/Careers.aspx