Overview
Senior Manager Customer Service Quality Jobs in Cairo, Egypt at Sutherland
Title: Senior Manager Customer Service Quality
Company: Sutherland
Location: Cairo, Egypt
Company Description
Sutherland is seeking an attentive and goal-oriented person to join us as a Manager for Quality team. We are a group of hard-working and energetic individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description
In this role, you will get to:
As a Quality Manager, you will set the path to success by creating reports that will demonstrate findings which will facilitate improvement in design, training, compliance and operations You are also expected to:
Maintain audit productivity, on time report delivery and establish realizable deadlines to meet targets
Create an environment measured by quality-based results
Coordinate and assist in the delivery of staff training
Serve as point of contact for quality issues and questions.
Prepare Metrics/KPI reports and interact with operations and support groups regarding quality improvements.
Provides performance feedback and input to all monitored calls to increase service quality – real time discussion
Attend internal and external call calibration sessions as required
Identify and highlight failure modes in the process and identify unethical practices/behavior and highlight it to Quality Manager /Account Manager
Generate the QA reports and communicate the same to the Quality Manager /Account Manager
Report/discuss center wide opportunities to the Quality Manager/Account Manager
Qualifications
Our most successful candidates will have:
5 years’ experience as part of Quality team in the same industry and at least 3 years in a supervisory position.
Flexible when it comes to schedule
Experience working in the BPO industry is a must
Excellent communication and presentation skills
Knowledgeable in Excel
Understanding of the quality feedback & reports
