Qpt Supervisor

Cairo, Egypt

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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)