Quality Assurance Manager and Call Centers Head
City Services Consultancy
Total years of experience :10 years, 1 Months
- Heading and managing the below call centers
i. Ministry of labour.
ii. RTA Dispatch.
iii. RTA Helpdesk.
iv. Department of Tourism and commercial marketing (DTCM).
v. Sharjah Transport Call Center.
vi. Samsung outbound happy calls.
vii. Mohamed Bin Rashed Housing establishment.
viii. General Pension Abudhabi (GPSSA).
ix. Dubai Taxi “Tawasol”.
- Mange all client relations.
- Being the primary appointed focal point for the certification body and awarding agencies.
- Work closely with business development team to improve the customer experience through constructive directions and objectives.
- Maintain the company Quality management system.
- Create procedures and records.
- Cascade quality assurance culture and awareness between departments.
- Conduct Quality Audits (ISO 9001-2008) and ensure compliance with it.
- Apply, develop, conduct, implement, and maintain COPC performance standard and requirements.
- Deliver quality standards and management objectives to employees.
- Manage and lead quality assurance team members to achieve departmental targets.
- Ensure clients’ requirements are met.
- Manages the Setting of performance measurement.
- Manages and setting the call quality performance indicators and targets.
- Apply a quality approach aligned with quality standard.
- Conduct effective quality training to the quality assurance team members.
- Ensure call quality related contractual terms are deployed.
- Create quality related standardized and unified documents and forms.
- Work hand in hand with operations teams for lifting up the level of performance for all call center programs
- Ensure an internal management system is in place and under control.
- Planning and implementing corrective and preventive action plans for performance enhancement, process improvement and optimization.
- Analyze LOB processes, call scenarios, and call quality results to envision the proper improvement recommendations which will increase efficiency and productivity.
- Monitor organizational operational performance and provide recommendations.
- Analyze both individual and team quality related performances for all call center programs and perform quality control evaluations.
- Develop the performance analysis program, providing a blend of innovative solutions alongside current best practice.
- Support the Top Management (CEO and COO) in defining KPIs, data and reporting requirements in support of the business and performance management processes.
- Benchmark call quality performance against quality standards and market trends and make recommendations on key performance drivers.
- Identify and develop plans for call quality related performance metrics.
- Implement plans to initiate corrective action and continuous improvement to ensure operational objectives are met.
- Prepare management reviews