مطلوب بشكل عاجل Quality Team Leader مكة للعمل في تقنية المعلومات - الشبكات جدة

Quality Team Leader (Bilingual Arabic – English) (Jubail and Jeddah)

Job Description

- The QA Operations Team Leader is responsible for the training and development of the Quality Analysts to ensure all project requirements are met/exceeded and the overall success of each project/client.

Responsibilities:

• Manage and mentor the team of Quality Analysts.

• Ensure productivity of QA’s are met as per defined targets.

• Collate quality monitoring details from all QA’s; create and publish the weekly Quality dashboard within the defined timeline.

• Ensure documentation of all feedback provided by conducting timely audits.

• Head quality calibration sessions and ensure thorough understanding of all quality parameters by all Quality Analysts.

• Own quality related Performance Improvement Plans and ensure flawless execution of the same.

• Coordinate with Program Manager to come up with action plans to address and fix critical issues.

• Conduct performance appraisals whenever required/due.

• Supervise and develop Quality Analysts to ensure daily/monthly audits of CSRs transactions are being conducted on a timely basis and are consistent with the quality standards.

• Provide information necessary for department head/trainer to take appropriate/corrective actions with employees.

• Communicate with other departments regarding non-compliance issues.

• ensure compliance of quality control standards and will demonstrate an ongoing commitment to quality principles.

Additional Responsibilities:

• Ensure administrative management of the Quality Analysts in terms of Attendance, leaves and scheduling.

• Conduct training sessions for Quality Analysts addressing Quality methodology, reporting, standards and improvement.

• Drive improvement projects for key metrics whenever applicable.

Review Quality Analyst reports for accuracy.

• Publishing the Quality Report daily /weekly /monthly & yearly

• Publishing the presentation and sharing with management weekly/monthly

• Doing Call auditing randomly (daily/weekly)

• Monitoring the feedback and training on weak agents.

Skills

• IT Service Desk Qualified and experienced Quality Assurance Engineer must meet the minimum qualifications shown below.

• Customer Focused & excellent communication skills both ( English & Arabic )

• Must be able to work in shift

• 5+ years’ experience in IT Support environment (XP, Windows 7, 8 & Office 2010 & 13)

• MCP (mandatory)

• MCSE / CCNA (optional)\n• SAP support experience is a plus

• Bachelor’s Degree (Preferably Computer Science)
skills both ( English & Arabic )
Preferably Computer Science