الوصف الوظيفي
The Quality Assurance Manager will work closely with the technical support team to maintain high levels of performance and perform the best practices to apply the standards to improve the customer’s satisfaction and SLAs along with team performance.
Responsibilities:
Develop and audit quality assurance strategies to ensure the delivery of premium service – be an ambassador for Salla culture.
Monitor conversations/tickets and conduct quality assurance audits as necessary
Establish best practices and procedures to ensure quality requirements are consistently met
Determine the strategic direction of the quality to ensure efficient and effective operations
Update SOPs, work instructions, checklists, and various other documents under Quality.
Identify gaps in the quality of the service and conduct root cause analysis with corrective and preventative action plans
Facilitate periodic calibration sessions with the technical support team and other areas of operations to ensure the consistency of Salla’s policies and procedures
Conduct effective induction and orientation sessions
Monitor and evaluate training programs’ effectiveness, success, and report on them
Performs special projects as required, such as assisting with the development, research, and delivery of new training’s, or other duties when necessary.
Find the team weaknesses to suggest and perform the refreshment sessions.
Reflect the quality scores with overall KPIs for the Support department and the team members.
تفاصيل الوظيفة
منطقة الوظيفة المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة غير محدد
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
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