Quality Officer
Job Description
We are seeking a detail-oriented and analytical Quality Officer to join our team at Tafaseel BPO. The Quality Officer will be responsible for monitoring, evaluating, and enhancing the quality-of-service delivery in our BPO operations. This role is vital for ensuring compliance with company standards and client expectations, thereby contributing to overall customer satisfaction.
Responsibilities
- Quality Monitoring: Conduct regular evaluations of calls, emails, and other interactions to assess adherence to quality standards and performance metrics.
- Reporting and Analysis: Analyze quality data and prepare reports to identify trends, strengths, and areas for improvement within the team.
- Feedback and Coaching: Provide constructive feedback to employees based on quality assessments and facilitate training sessions to address identified gaps.
- Process Improvement: Collaborate with team leaders and management to develop and implement strategies for enhancing service quality and operational efficiency.
- Standard Development: Assist in creating and updating quality assurance standards, guidelines, and procedures to reflect best practices and client requirements.
- Compliance Monitoring: Ensure compliance with regulatory and client-specific requirements through regular audits and assessments.
- Training Support: Participate in the training of new employees on quality standards and best practices, ensuring a consistent understanding of expectations.
- Stakeholder Collaboration: Work closely with various departments, including Training, Operations, and Client Services, to align quality initiatives with business objectives.
Qualifications:
- Bachelor’s degree in business administration, Quality Assurance, or a related field.
- Proven experience in quality assurance or a similar role, preferably in a BPO environment.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills, with a focus on providing constructive feedback.
- Familiarity with quality management systems and methodologies (e.g., Six Sigma, ISO).
- Proficient in using quality monitoring tools and software.