Quality Assurance Specialist
HungerStation, Bahrain

• Monitors, either remotely or on recorded basis and evaluates agents performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using quality monitoring system.
• Report daily, weekly and monthly reports to clients.
• Analyzes failures and potential failures to set action plans/ preventive actions on weekly and monthly basis and communicates results to management and stakeholders.
• Analyzes quality variations from metrics and documents quality related problem cases.
• Analyzes project quality performance related to agents, hours, days, results and minimizes variations.
• Designs and re-designs score sheets for new and existing projects to assure all new requirements and actions are reflected and measured on individual and program level.
• Adheres to monitoring sample size for all projects either new or existing.
• Assures adherence to new agents sample size either new comers or internally transferred.
• Releases new comers after certification process.
• Analyzes end user satisfaction and NPS results per project to ensure correlation with monitoring results and set action plans/ preventive actions.
• Issues quality assurance clients reports.
• Assures that data entered on system is accurate and follows the defined entry standards.
• Assures that the quality benchmarks are met on individual and projects levels.
• Logins based on defined login hours and under rules
• Reviews k-base, scripts and CRM and all related systems and Apps in order to address any gap to HOD to enhance process and overall quality performance.
• Verifies agents on monthly quizzes.
• Calibrates with all monitors and with client.
• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions
• Follow daily operations relating to the job to ensure work continuity
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner

Requirements

• 1-2 years of relevant experience
• Bachelor Degree in a relevant field is required
• Master’s degree in a relevant field is preferred

Job Rewards and Benefits