About the Job
You will be responsible for assisting the Training and Quality Manager in setting quality standards across Sama’s work streams.
Key Responsibilities
Assess the quality of transactions against set best standards
Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
Evaluate the impact of Team leader coaching on defect reduction/ improvement and provide feedback.
Occasionally evaluate set standards and determine the need for changes to ensure consistent improvement in standards of work
Provide recommendations on measures that should be taken to improve quality/defect reduction across the different business work streams.
Analyze client feedback to determine validity and needed interventions
Communicate quality assessment plans to the relevant stakeholders weekly.
Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Manager and the relevant stakeholders.
Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
Collaborate with Operations to ensure that best standards are revised and updated where need be.
Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
Keep an up-to-date record of individual agents quality performance for use in performance reviews.
Participate in team briefings to provide the QA objective and also sit in calibration sessions
Minimum Qualifications
Minimum of a Diploma or Degree in a technology or a business related field.
Minimum of 3 years’ experience in implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy service delivery center.
Must have experience in segmentation(polygon & semantic) annotation method
Other Qualifications (Good to Have)
Great attention to detail and feedback skills.
Excellent communication skills in English (reading, writing and speaking).
Planning and organizing skills.
Fast learner and able to break down complex information into simple concepts.
Ready for ad hoc responsibilities.
Flexible and reliable with the ability to follow all instructions based on the changes.
Reporting and analysis skills.
Strong interpersonal skills.
Conflict prevention and resolution skills.
Fully computer literate on MS programs is essential
Apply via :
boards.greenhouse.io
