Customer Care QA Lead
Share this vacancyPosted on: May 10, 2022
About the Role:
As a Quality Assurance Team Lead you will manage workflow and workload of quality assurance staff, through prioritization and planning to assure that project, facility, and agents/seniors/tele-sales quality are QA-reviewed in a timely manner also to ensure quality meet kPIs and applying all audit observations while keeping management team informed of significant issues or developments identified during quality assurance activities.
Major Accountabilities:
- Manage QA staff to serve clients in a timely, accurate and high-quality manner. Includes leading and/or delegating daily activities of staff, including training and instruction, in order to achieve expected results in terms of timely and quality review according to applicable company MF regulations, procedures or other considerations. Collaborate with MF leadership, industry, clients and associations to understand and meet the regulatory needs of the site.
- Establish, develop and maintain relationships with regulatory authorities and relevant quality associations, participating in committees, symposiums, etc., to keep current on industry trends and regulations.
- Manage overall Quality strategy plan for quality initiatives and utilize data/metrics generated from applicable sources to lead the quality focus of the site QA.
- Interpret and communicate Quality guidelines to all teams
- Update and advise senior management, technical personnel and other staff of the activities of QA updates.
- Manage and administer assigned functions to ensure high-quality, cost-effective services, Maintain and guide the implementation of organizational policies and procedures in compliance with state, CBE, and other regulatory guidelines.
- Performs internal and external quality audits Mentors and trains QA staff to develop a cross- trained staff of quality professionals. Provides guidance and mentoring in the areas of conflict resolution.
- Formulates and maintains quality assurance goals and objectives complementary to corporate policies and goals. May serve as back-up to the director of quality in times of absence.
- Ensure quality meet KPIs and applying all audit observations.
- Develops new approaches to solve problems identified during quality assurance activities.
- Works with quality and operations management to develop and/or implement quality system improvement.
- Manages workflow and workload of quality assurance staff, through prioritization and planning to assure that project, facility, and agents/seniors/telesales quality are QA-reviewed in a timely manner.
- Keeps management team informed of significant issues or developments identified during quality assurance activities and corrective action/preventive actions being taken to improve the situation.
- Designs and implements quality training programs within QA and company-wide, as appropriate.
- Reviews protocols, procedures, data, reports, and other documents to ensure compliance with specified regulatory requirements, protocol, methods, and SOPs.
- Works closely with study directors, principal investigators, and other responsible personnel to detect and resolve any quality issues.
- Reviews standard operating procedures for accuracy and consistency to ensure agreement with regulations.
Ideal Background:
Education: Minimum of a bachelor’s degree a business-related discipline. combined with minimum of 5 years of experience in related field (corporate experience preferable).
Languages: English, Arabic
Other qualifications include:
- Demonstrated leadership skills and vision in managing staff and major projects/initiatives.
- Regulatory experience, regulatory training, and/or an in-depth knowledge of Voice / non-voice channels regulations.
- Experience performing the various auditing functions within quality assurance.
- Strategic thinking skills and experience developing and executing strategic business plans.
- Knowledge of applicable testing guidelines.
- Experience working with quality, CH and operations management to develop and/or implement quality system improvement.
- Strong computer, scientific, and organizational skills.