رجوعقدّم الآن
دوام كاملوظائف مكتبية
Back Office Lead (Quality Assurance)
Contact CentersE - Commerceمن مقر العمل
الوصف الوظيفي
The Back Office (Quality Assurance) lead is responsible for overseeing the performance and service quality of the contact center through structured audits, process improvements, and effective knowledge management.
This role ensures that customer service agents deliver consistent and professional customer experience by driving onboarding, process design, SOP creation, and system enhancements.
In addition, he/she manages and develops the Quality Assurance Team, ensuring they perform at the highest standards to deliver accurate evaluations, actionable insights, and continuous service improvements.
المسؤوليات
- Manage and develop Quality Team members, ensuring clear responsibilities, accountability, and professional growth.
- Oversee the onboarding of new hires and training of outliers, ensuring consistent application of standards. (Training execution delivered by QA team members under the supervisor’s guidance).
- Audit the QA team members’ performance to ensure accuracy, fairness, and consistency in call evaluations and reporting.
- Supervise QA operations to monitor, evaluate, and improve agent performance, ensuring compliance with service standards.
- Develop, update, and maintain Standard Operating Procedures (SOPs) for clarity, compliance, and consistency across contact center operations.
- Lead the design and enhancement of operational processes to improve efficiency and customer satisfaction.
- Own and maintain the Knowledge Base, ensuring it is up-to-date, accurate, and easily accessible to agents.
- Identify system gaps, propose enhancements, and collaborate with IT/Operations to drive improvements.
- Analyze QA results, highlight recurring trends, and deliver actionable recommendations to leadership.
- Drive initiatives that eliminate recurring errors, improve accuracy, and strengthen service delivery.
المتطلبات
- Bachelor’s degree in business administration, Quality Management, or related field (Master’s degree is a plus).
- 5+ years of experience in Quality Assurance within customer service, contact center, or CX operations, with at least 2 years in a leadership role.
- Proven track record in developing and implementing QA frameworks, processes, and performance metrics.
- Strong knowledge of customer service quality standards, COPC, ISO, or similar frameworks.
- Proficiency in using QA monitoring tools, CRM systems, and workforce management platforms.
- Advanced Excel and reporting skills; experience with data analysis and visualization tools (e.g., Power BI, Tableau) is a plus.