Call center Quality Specialist

3 weeks ago

Muscat, Muscat, Oman Tawteen Full time

Conducts comprehensive evaluations of project activities and performance to ensure high performance and adherence to industry quality standards.

Supports the monitoring of team members' performance in accordance with established quality standards, providing recommendations on performance enhancement initiatives.

Monitors and ensures the maintenance of quality standards during change management initiatives.

Supports the development and maintenance of the QMS in line with established quality standards.

Conducts regular evaluations of the QMS, identifying trends, patterns, and areas of improvement through systematic analysis of quality data and feedback to enhance quality and performance.

Supports the management and implementation of Continuous Improvement projects by conducting thorough data analysis to ensure consistency, continuous improvement of operations performance, and customer satisfaction.

Develops and maintains effective quality metrics and key performance indicators to measure and track improvements in operations and service delivery/project implementation over time.

Contributes to the development of the annual Quality and Training plan in line with quality standards and Infoline's strategic direction.

Collaborates with cross-functional teams to provide insights and develop quality awareness training programs aligned with the annual plan.

Gathers and analyzes data to develop robust quality assurance plans in line with industry standards and best practices.

Drafts various quality-related internal reports upon management request.

Utilizes data analytical tools, techniques, and methods to gain insights (e.g., survey development) on potential quality and performance gaps and supports the development and implementation of corrective actions and process improvement initiatives.

Stays informed about industry trends, regulations, and best practices to incorporate relevant updates into service delivery and project implementation quality.

Maintains detailed and accurate records of quality assessments and performance metrics.

Performs other tasks assigned by the line manager.

Qualifications, Knowledge, Skills & Experience:

  • Bachelor's degree in Business Management, Human Resources, Quality Management, or a related field.
  • 1-3 years of experience in quality management or a related field.
  • Excellent verbal and written communication skills in both English and Arabic.

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