• Job Openings at Samasource - 2 Positions

  • Posted on: 13 October, 2017 Deadline: Not Specified
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  • Samasource was founded in 2008 in order to lift people out of poverty by connecting them to dignified digital work. Since then, we've employed more than 8,000 people in Kenya, Uganda, India, and Haiti.

    Quality Assurance Supervisor

     

    Job Description

    • Daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met
    • Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
    • Lead and support QA related performance management initiatives
    • Develop internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
    • Lead or support trainings for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
    • Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
    • Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
    • Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
    • Maintain a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
    • Develop and maintain effective working relationships with clients and/or accounts projects managers.
    • Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
    • Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client

    Qualifications

    • Education: Degree in business or any other relevant field/ equivalent experience
    • Minimum of 3 years of BPO experience required
    • Minimum of 1 year of experience in Quality Assurance in a BPO center
    • Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.

    Quality Manager

     

    Job Description

    • Create quality strategies for the assigned projects, monitor and evaluate effectiveness, and address any identified gaps/institute corrective actions.
    • Oversee and manage enforcement of QA policies and procedures
    • Involved in recruiting, selecting, orienting, training, assigning, coaching and communicating job expectations; also involved in direct reportees appraisals and day to day management of any upcoming assigned team issues where appropriate.
    • Constantly monitor projects quality performance and address any identified gaps
    • Supervision, coaching, mentoring, motivation and coordination of a team of Quality Supervisors to ensure quality performance metrics are met
    • Develop internal control systems to determine if the Projects’ Quality Team/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing any potential risks.
    • Perform critical business analysis of issues identified by QA Supervisors, including identifying root cause(s) and identifying value-add opportunities for projects quality improvement
    • Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
    • Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
    • Develop and maintain effective working relationships with clients and/or accounts projects managers.
    • Lead and support additional special projects and initiatives as necessary to achieve departmental objectives; includes the scoping, monitoring and evaluation of projects.
    • Managing client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
    • Lead collaborations between the quality supervisors to adopt best practices across the center
    • Manage departmental day to day operations as may be directed by the Head of Service Delivery.
    • Validate quality processes and update quality assurance policies and procedures.

    Qualifications

    • Degree in business or any other relevant field/ equivalent experience
    • Minimum of 3 years of contact center experience required
    • Minimum of 1 year of experience in Quality Assurance in a contact center/BPO
    • Minimum of 2 year of supervisory or lead experience to include managing managers, managing performance and reporting.

    Method of Application

    Use the link(s) / email(s) below to apply on company website.

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