Quality Officer
1 month ago
**Job Summary**:
We are seeking a detail-oriented and analytical Quality Officer to join our team at Tafaseel BPO. The Quality Officer will be responsible for monitoring, evaluating, and enhancing the quality-of-service delivery in our BPO operations. This role is vital for ensuring compliance with company standards and client expectations, thereby contributing to overall customer satisfaction.
**Key Responsibilities**:
**Reporting and Analysis**: Analyze quality data and prepare reports to identify trends, strengths, and areas for improvement within the team.
**Feedback and Coaching**: Provide constructive feedback to employees based on quality assessments and facilitate training sessions to address identified gaps.
**Process Improvement**: Collaborate with team leaders and management to develop and implement strategies for enhancing service quality and operational efficiency.
**Standard Development**: Assist in creating and updating quality assurance standards, guidelines, and procedures to reflect best practices and client requirements.
**Compliance Monitoring**: Ensure compliance with regulatory and client-specific requirements through regular audits and assessments.
**Training Support**: Participate in the training of new employees on quality standards and best practices, ensuring a consistent understanding of expectations.
**Stakeholder Collaboration**: Work closely with various departments, including Training, Operations, and Client Services, to align quality initiatives with business objectives.
**Qualifications**:
Bachelor’s degree in business administration, Quality Assurance, or a related field.
Proven experience in quality assurance or a similar role, preferably in a BPO environment.
Strong analytical skills with the ability to interpret data and make informed decisions.
Excellent communication and interpersonal skills, with a focus on providing constructive feedback.
Familiarity with quality management systems and methodologies (e.g., Six Sigma, ISO).
Proficient in using quality monitoring tools and software.
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