Contact Centre - QA & Business Process Manager

Doha Permanent
  • Exciting, brand new role within a dynamic customer centric organisation
  • Opportunity to work on high-profile initiatives with influential stakeholders

About Our Client

An advisory organisation who provides commercial, administrative and legislative services for a number of VIP clients.

Job Description

  • Review and coordinate the development of the organisational strategy, framework, policies and procedures, in relation to quality assurance.
  • Recommend and implement quality programmes, where applicable, in accordance with relevant accreditation standards and in compliance with relevant policies and regulations.
  • Develop and update metrics for quality assurance activities; establishing objective measurement mechanisms and analysing performance data on the metrics against industry benchmarks to report performance and support continuous improvement.
  • Review, monitor and report on the client acquisition process covering the entire cycle from initial expression of interest to commencement of business.
  • Monitor the performance of the client affairs helpdesk through live monitoring and use of call recording systems and applications - including assessing call centre agents where necessary.
  • Obtain and analyse customer feedback using accepted QA methods (Root Cause Analysis).

The Successful Applicant

  • 8+ years of quality assurance experience with an international client focused organisation.
  • Strong understanding of quality management systems, tools and processes in a BPO environment.
  • Demonstrable stakeholder management experience, with the ability to liaise with senior stakeholders and handle highly confidential information in a professional manner.
  • Bachelor's degree in business administration, or other another related business discipline.
  • Commercially minded individual with systems thinking capabilities.

What's on Offer

  • Competitive salary
  • Opportunity to work on high-profile initiatives with influential stakeholders
  • Professional, diverse and progressive environment
Bhavyesh Rangnani
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Job summary

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Consultant name
Bhavyesh Rangnani
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