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Quality Assurance Specialist Job in Bahrain
HungerStation , Bahrain

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 23, 2021
Last Date
May 23, 2021
Location(s)

Job Description

  • 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 Specification

HungerStation

Information Technology and Services - Riyadh, Saudi Arabia