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    Work from home Quality Assurance Analyst - Dubai, United Arab Emirates - Concentrix

    Concentrix
    Concentrix Dubai, United Arab Emirates

    1 week ago

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    About the job

    JobTitle:

    Supervisor, Quality with German &English

    Job Description

    TheSupervisor, Quality is responsible for supporting TransactionalMonitoring for a single/multiple clients with multiple programs orlines of businesses within a single site and supervises all on-siteQuality Evaluators who support their assigned portfolio. Thisposition is responsible for the skill level and development of theemployees on their team, the attainment and accuracy of evaluationsacross assigned portfolio, and delivering quality related analysisand insights of overall programperformance.

    • Supervise work group,including work assignment and attendance monitoring; provide inputinto selecting, training, developing, and completing performanceappraisal of work group(s) in accordance with theorganization's policies and applicable legalrequirements; manage resources across the assigned portfolio ofsingle client or site (personnel schedules, varying accountneeds)
    • Maintain accurate metrics of directreports individual performance as well as overall team levelperformance
    • Conduct analysis on qualityperformance across single site or client and be responsible toidentify trends, determine root cause, present findings bothinternally and externally and lead corrective actionplans
    • Evaluate levels of process and staffeffectiveness and works with Business stakeholders to create andcollaborate on execution of improvement actionplans
    • Lead quality task forces / action planswith Business stakeholders (Quality Leadership, Operations, Client,Account Management, and Resource Unit partners) for respectivesingle site or client
    • Ensure consistentapplication of the quality process/system across assigned site orclient including but not limited to calibration sessions, reviewthe reviewer, insights and reporting; administration of applicablecertification and training processes up to and including internaland client requirements
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