We’re hiring at our location in Cairo

German Quality Team Lead

Job Responsibilities:

Provide clear insights into performance drivers and the gaps that impact performance
Compile and track performance of the quality coaches and SMEs
Ensure and maintain the quality and CSAT performance
Audit QAs and SMEs and provide feedback for improvement
Mentor the quality coaches and SMEs
Hold weekly internal and external calibration sessions to ensure alignment on Majorel's quality guidelines
Provide analysis, action plans and recommendations to the management team
Provide project and specialist performance reporting, including statistical analysis and reporting
Collaborate with peers to establish a positive team environment that supports and reinforces best in/out of class customer service practices
Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
Mentor and coach quality coaches providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Motivate and develop quality coaches and organize team building activities

Job Requirements:

Fluency in English and German is a must
+1 year experience as quality coach
Excellent leadership and communication skills
Experience in managing relationships with different stakeholders
Strong time management skills
Knowledge of Majorel's processes and policies is a must
Excellent in driving performance and performing analysis
Good organizational skills, knowledgeable of goal-setting practices
Excellent Microsoft Office and G Suite skills

A big team is looking forward to you. Apply here!

Majorel Egypt | Human Resources | Yasmine Ameen

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Visit us on Jobs Majorel North Macedonia.