Quality Assurance Senior Specialist
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Quality Assurance Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes. Contribute to the timely and accurate prepar.
Key Skills for This Role
Responsibilities
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.
- Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics.
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system.
- Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis.
- Communicate analysis results effectively to management and stakeholders.
- Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements and actions.
- Ensure adherence to SOPs for both new and transferred agents, including verifying the required sample sizes.
- Conduct coaching / refreshing sessions to existing agents to make sure they are on the right track in implementing the SOP's.
- Conduct calibration sessions with all in house and BPO monitors.
Requirements
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of Quality processes
- Contribute to timely and accurate preparation of reports related to quality assurance and performance metrics
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system
- Analyze performance failures and potential risks, setting action plans and preventive measures
- Communicate analysis results effectively to management and stakeholders
- Design, develop, and update score sheets for new and existing projects
- Ensure adherence to SOPs for both new and transferred agents
- Conduct coaching/refreshing sessions to existing agents
- Conduct calibration sessions with all in house and BPO monitors
Full Job Posting
Quality Assurance
- Follow daily operational tasks to ensure seamless work continuity and smooth functioning of the Quality processes.
- Contribute to the timely and accurate preparation of reports related to quality assurance and performance metrics.
- Ensure these reports meet the required standards, objectives, and goals.
Responsibilities
- Monitor and evaluate agent performance on both voice and non voice transactions using a quality monitoring system.
- Focus on script adherence, data accuracy, process consistency, and product knowledge.
- Analyze performance failures and potential risks, setting action plans and preventive measures on a weekly and monthly basis.
- Communicate analysis results effectively to management and stakeholders.
- Assess quality variations based on performance metrics and document quality related issues.
- Ensure ongoing quality improvement by identifying areas for optimization.
- Analyze project quality performance, factoring in agent performance, hours worked, and overall results to minimize performance variations.
- Design, develop, and update score sheets for new and existing projects, ensuring they reflect updated requirements and actions at both individual and program levels.
- Ensure adherence to SOPs for both new and transferred agents, including verifying the required sample sizes.
- Ensure all data entered into the system is accurate, correct, and up to date.
- Maintain consistent adherence to defined entry standards.
- Monitor and verify that quality benchmarks are consistently met on both individual and program levels.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
- Uphold a high performance working environment and promote HS's Values.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at HungerStation
Workforce Management Senior Specialist
Riyadh, KSA
HungerStation is looking for a Workforce Management Senior Specialist to manage care reporting, MIS, and workforce management tasks including forecasting, scheduling, and schedule adherence. The role involves analyzing a
Logistics Optimization Assistant Manager
Riyadh, KSA
Job Description Key Accountability Areas Logistics Optimization Reduce delivery time starting from order dispatching phase until the order is delivered which includes more than ...
Workforce Management Senior Specialist
Riyadh, KSA
HungerStation seeks a Workforce Management Senior Specialist to manage care reporting, MIS, and workforce tasks including forecasting, scheduling, and adherence monitoring. The role involves coordinating with operations,
Workforce Management Senior Specialist
Riyadh, KSA
Manage care reporting and workforce management tasks, analyze performance, generate schedules, and ensure adherence to enhance customer experience.
Senior Security Engineer I
Riyadh, KSA
Responsible for application security, cloud security, and vulnerability management while promoting security best practices and continuous improvement.
Director of Vendor Operations
, KSA
Job Description Role Overview We are seeking a visionary, high-bar leader to build and scale Hungerstation s Vendor Operations function. The Director of Vendor Operations will o...
Senior Security Engineer I
Riyadh, KSA
We're looking for an experienced Senior Security Engineer I to help strengthen our security posture across applications, cloud infrastructure, and CI/CD pipelines. You'll work c...
Director of Vendor Operations
Riyadh, KSA
The role involves driving vendor operations strategy, enhancing vendor performance and quality, and leading cross-functional collaboration in a high-growth environment.
Workforce Management Senior Specialist
Riyadh, KSA
Logistics Optimization Assistant Manager
Riyadh, KSA
Workforce Management Senior Specialist
Riyadh, KSA
Workforce Management Senior Specialist
Riyadh, KSA
Senior Security Engineer I
Riyadh, KSA
Director of Vendor Operations
, KSA
Senior Security Engineer I
Riyadh, KSA
Director of Vendor Operations
Riyadh, KSA