Chief Specialist – Contact Center Quality

• Oversees contact center quality of the work in-line with quality and performance standards & Knowledge management program

• Establishes standards governing customer interactions and implements monitoring programs.

• Designs training programs & process enhancements that correct quality issues.

• Supervises and monitoring vendor activities in quality assurance & Knowledge management program

• Ensures individual and team standards for quality service center are achieved and initiates improvement actions when necessary.

• Conducts monthly performance review sessions with each site QA Team Member

• Works collaboratively with all Contact center Operations leads, and representatives from the training lead to ensure consistency in quality service requirements.

• Conducts process and product audits to confirm compliance with company policies.

• Conduct quality assurance on Contact Center calls and ensure compliance to set quality standards

• Participates in special projects as required.

• Analyzes performance trends and takes proactive steps to prevent service shortcomings.

• Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.

Al Nahiya Group