Quality Manager Retail Sector

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Job Title:

Quality Manager Retail Sector

Job Description

Essential Functions/Core Responsibilities

Supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

Maintain accurate metrics of direct reports individual performance as well as overall team level performance

Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

Develop strong working relationships with key Business stakeholders, internal and external

Oversee audits of key support processes within each account and recommends changes

Job Description

As a Quality Manager I am responsible for Quality Management compliance. Manage all company-wide, quality policies, procedures, processes, programs, and practices, to assure the company of continuous conformance with appropriate standards and regulations. Also acting as a project manager managing corrective action, process improvement and auditing projects.

Responsibilities:

• Demonstrates ownership and accountability to achieve deadlines.
• Planning & Organizing: plans and carries out activities in an orderly and well-structured way.
• Ability to prioritize workload and multitask.
• Management skills: demonstrates experience of working people and be capable to drive them to the right
• Effective Communication: making sure people understand the how and why of the procedures as well as its consequences when it is applied.
• Capable to work under pressure.
• Managing Change: ability to work effectively in a fast-pace, dynamic and changing environment
• Be capably to work with other teams worldwide to make sure procedures are followed and that there are Standardization.
• Able to recognize and fix issues as fast as possible and try not to affect the organization.
• Ability and willingness to demonstrate eagerness, enthusiasm, optimism and passion when working.
• Able to work productively and effectively with stressful work situations.
• Making sure processes meet international and national standards.
• Defining quality procedures in conjunction with operating staff.
• Setting up and maintaining controls and documentation procedures.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Preparing clear explanatory documents such as customers' charters.
• Devising and establishing a company’s quality procedures, standards and specification.
• Reviewing customer requirements and ensuring that they are met.
  
  

Essential Functions/Core Responsibilities

• Supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes
  
  

also we need to add ( COPC Quality Knowledge and Experience is needed)

Requirements:

• Minimum 6 months in the same role and 1 year within Concentrix.
• No warnings in the last 3 months.
• Advanced English Skills (85% or above).
• Bachelor’s degree or equivalent combination of education and/or work experience.
• 1+ years of People Manager/Supervisor / Training and Quality Management experience in Contact Center operations.
• Must have the following role: Sr. Team Leader Role / Training or Quality Team Leader Role.
• Proficient in Microsoft Applications including Excel, PP and Outlook.
• Experience in multichannel Contact Center operation (desired).
• Excellent communication skills (oral and written).
• Strong leadership and people management skills including team-building and conflict resolution and management.
• Ability to delegate effectively, select, train and motivate others.
• Excellent organizational skills and an aptitude for detail.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Schedule Flexibility is a must (day/night shift-week/weekends-etc). (Graveyard and EMEA)
• Previous experience collaborating with global teams (desired).
• COPC knowledge.
• Understanding of Six Sigma and DMAIC methodology.
  
  

#LATAMCNX

Location:

EGY Cairo - Plot no. 27, North Teseen st building 27

Language Requirements:

Time Type:

Full time

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