Service Quality Assistant Manager (Call Center) - Commercial Bank of Qatar
To ensure overall governance of Contact Centre operations covering the service quality of the team and adherence to standard guidelines and SOPs, facilitating development and update of SOPs and manage recruitment and trainings for Contact Centre.
Recruitment and People Development
- Lead and oversee the process of recruitment for Contact Centre in collaboration with HR.
- Oversee the on-boarding process, training and certification for new joiners.
- Responsible for developing and delivery people development framework for Contact Centre and monitor impacts on quality, risk and service deliveries.
Quality Monitoring and Continuous Improvement
- Responsible for the development and delivery of QA framework for Contact Centre by performing risk assessment in collaboration with Ops Risk team, identifying process gap and developing controls to mitigate the risk and/or improve customers experience.
- Manage the process of Quality Assurance and Audit for Contact Centre activities to provide balance with the QA performed by Contact Centre and aligned with ORM and Audit recommendations.
- Oversee process of regular QA calibration with Contact Centre to ensure balanced and objective monitoring.
- Oversee the process of monitoring errors and findings, provide feedback to units contributor on recommended actions, monitor the results.
Statement and Reports
- Manage the process of QA and Audit reporting including KRI.
Policies, Systems, Procedures, Risk Management
- Oversee process for SOPs development and periodic review for all processes within Contact Centre.
- Consistently become the risk champion in to mitigate risk in daily operations of Contact Centre as well as identifying, escalating and fixing risk items.
- Create and oversee the exit process for Contact Centre staff.
Quality, Health, Safety and Environment
- Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed.
- Responsible for people development and engagement activities to improve morale and collaborations within Contact Centre.
Job Details
| Posted Date: | 2021-09-15 |
| Job Location: | Qatar |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
