Role purpose:

Internal and external Auditing & Process Improvement Management

Key accountabilities and decision ownership:

Dotted directly to DE LM as an extended arm to perform internal and external audits, calibrations, processes insights as well as process optimization source across all partners.
Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
Performing silent Monitoring and delivering constructive feedback not only across VOIS but also to external Partners over different sites.
Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
Coaching Mobile Unit, TV Unit and Backoffice services.
Internal and External Auditing
Process Improvement management
To perform data analysis and suggest actions on improvement areas to the operations team.
Calibration of the call/ transactions quality evaluation standards for all needed Channels
Provides effective Reports & support in areas of Call/ transaction Quality Assessments

▪ Accuracy, analytical approach, and problem-solving skills

▪ Customer Orientation

▪ Ability to manage activities with reactivity and flexibility

▪ Proactive, positive, and passionate attitude

▪ Excellent teamworking skills

Awareness and aptitude for carrying out activities that deal with

sensitive data

▪ Extreme confidentiality required in the management of the activity

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