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الوصف الوظيفي

Role purpose:

Internal and external Auditing & Process Improvement Management​

Key accountabilities and decision ownership:

• Dotted directly to DE LM as an extended arm to perform internal and external audits, calibrations, processes insights as well as process optimization source across all partners.
• Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
• Performing silent Monitoring and delivering constructive feedback not only across VOIS but also to external Partners over different sites.
• Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
• Coaching Mobile Unit, TV Unit and Backoffice services.
• Internal and External Auditing
• Process Improvement management
• To perform data analysis and suggest actions on improvement areas to the operations team.
• Calibration of the call/ transactions quality evaluation standards for all needed Channels
• Provides effective Reports & support in areas of Call/ transaction Quality Assessments

Key performance indicators:

• Meet GDPR standards
• Achieve Quality standards
• Ensure delivering all Quality Audits meeting agreed Timelines

Core competencies, knowledge and experience:

▪ Accuracy, analytical approach, and problem-solving skills

▪ Customer Orientation

▪ Ability to manage activities with reactivity and flexibility

▪ Proactive, positive, and passionate attitude

▪ Excellent teamworking skills

Awareness and aptitude for carrying out activities that deal with

sensitive data

▪ Extreme confidentiality required in the management of the activity

Must have technical / professional qualifications:

• German Language Level of C2
• Min of 1-year VOIS Care/DE Account experience 
• Excellent Communication skills
• Flexible to work in different shifts/LOBs
• Good Analytical thinking
• Quality orientation
• International Background
• Good MS-Office skills
• Knowledge of Quality tools
• Participated in projects
• Experience in Quality Auditing
• Visual Basics Working knowledge

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